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April 2012
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Determining the installation history on an Experience Portal server......................................................... 86 Configuring the PostgreSQL database user accounts.............................................................................. 87 Chapter 3: Organization level access............................................................................... 93 Organization level access in Avaya Aura Experience Portal.................................................................. 93 Organization level roles............................................................................................................................. 94 Configuring organization level access in Experience Portal..................................................................... 94 Enabling organization level access in Experience Portal................................................................. 95 Disabling organization level access in Experience Portal................................................................ 96 Organizations page field descriptions....................................................................................................... 96 Add Organization page field descriptions................................................................................................. 97 Chapter 4: Server and database administration.............................................................. 99 EPM server administration........................................................................................................................ 99 Changing EPM server settings......................................................................................................... 99 Configuring an auxiliary EPM server................................................................................................ 99 Changing the configuration information for a EPM server................................................................ 101 Relinking the primary and auxiliary EPM servers............................................................................. 102 Deleting the auxiliary EPM server.................................................................................................... 102 Stopping the vpms service............................................................................................................... 103 Moving the Avaya Aura Experience Portal software ................................................................................. 103 Move the Experience Portal software to a different server machine................................................ 103 Move the EPM software to a different server machine..................................................................... 104 Moving an MPP to a different dedicated server................................................................................ 105 Move a single-server Experience Portal system to a different server.............................................. 107 Packing MPP logs and transcriptions in a TAR file........................................................................... 109 Packing MPP logs and transcriptions using getmpplogs.sh............................................................. 110 Restoring packed MPP log files....................................................................................................... 111 Diagnostics page field descriptions.................................................................................................. 113 Pack Files Options page field descriptions....................................................................................... 114 Port Distribution page field descriptions........................................................................................... 114 Changing a server hostname or IP address............................................................................................. 116 Hostname or IP address changes for Experience Portal servers..................................................... 116 Changing the hostname or IP address on a dedicated primary EPM server................................... 117 Reconnecting an existing MPP server with the EPM server............................................................ 118 Changing the hostname or IP address for a dedicated MPP server................................................ 119 Changing the hostname or IP address on the auxiliary EPM server................................................ 120 Changing the hostname or IP address for the Experience Portal single server system.................. 123 Local database maintenance.................................................................................................................... 124 System Backup................................................................................................................................ 124 Database Restore utility................................................................................................................... 137 Purging report data from a local Experience Portal database.......................................................... 143 External database configuration............................................................................................................... 144 Shared external database configuration for multiple Experience Portal systems............................ 144 External database requirements...................................................................................................... 145 Creating the required tables in the external database...................................................................... 145 Connecting the Experience Portal system to a shared external database....................................... 146 Disconnecting the Experience Portal system from a shared external database.............................. 148 Purging Experience Portal report data from an external database.................................................. 148
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EPM Servers page field descriptions............................................................................................... 150 EPM Settings page field descriptions............................................................................................... 151 Avaya Services information....................................................................................................................... 154 Avaya Services MPPmap.data file................................................................................................... 154 Maintaining the server IP addresses in the MPPmap.data file......................................................... 155 Using the MPPmap.sh script............................................................................................................ 155 Logging in to an MPP manually through the MPP map file.............................................................. 156 Viewing the AF ID for the Experience Portal system........................................................................ 157 Chapter 5: SNMP agents and traps................................................................................... 159 SNMP Agents and Traps.......................................................................................................................... 159 Configuring Avaya Aura Experience Portal as an SNMP agent............................................................. 160 Viewing existing SNMP traps.................................................................................................................... 160 Adding an SNMP trap............................................................................................................................... 161 Changing an SNMP trap........................................................................................................................... 161 Disabling SNMP traps............................................................................................................................... 161 Testing SNMP traps.................................................................................................................................. 162 Deleting SNMP traps................................................................................................................................. 162 Configuring IBM Tivoli or HP OpenView with Experience Portal.............................................................. 163 SNMP page field descriptions................................................................................................................... 163 SNMP Agent Settings page field descriptions.......................................................................................... 165 Add SNMP Trap Configuration page field descriptions............................................................................. 167 Change SNMP Trap Configuration page field descriptions....................................................................... 170 Chapter 6: Media Processing Platforms........................................................................... 173 Media Processing Platform server overview............................................................................................. 173 Setting the global grace period and trace level parameters...................................................................... 174 Viewing all MPP servers........................................................................................................................... 175 Viewing details for a specific MPP............................................................................................................ 176 Adding an MPP......................................................................................................................................... 176 Changing an MPP..................................................................................................................................... 177 MPP server capacity................................................................................................................................. 177 MPP operational modes............................................................................................................................ 179 Changing the operational mode of an MPP..................................................................................... 179 MPP operational states............................................................................................................................. 180 Checking the operational state for one or more MPPs..................................................................... 182 Changing the operational state for one or more MPPs.................................................................... 183 Software Upgrade..................................................................................................................................... 184 Software Upgrade overview............................................................................................................. 184 Software Upgrade page field descriptions........................................................................................ 184 Upgrading all MPP servers............................................................................................................... 188 Upgrading an MPP server................................................................................................................ 189 Starting all MPP servers............................................................................................................................ 190 Starting an MPP server............................................................................................................................. 191 Restarting one or more MPP servers........................................................................................................ 191 Setting the restart options for an MPP...................................................................................................... 192 Viewing MPP configuration history............................................................................................................ 193 Configuring Experience Portal to use the Test operational mode............................................................. 193 Using the Test operational mode...................................................................................................... 194
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Reestablishing the link between the EPM and an MPP............................................................................ 196 Deleting MPP servers............................................................................................................................... 197 MPP Service Menu................................................................................................................................... 197 Logging in to the MPP Service Menu............................................................................................... 199 Using the MPP Service Menu with a proxy server........................................................................... 199 Moving the MPP logs to a different location.............................................................................................. 200 Add MPP Server page field descriptions.................................................................................................. 202 Auto Restart <MPP Name> page field descriptions.................................................................................. 208 Change MPP Server page field descriptions............................................................................................ 208 <Media server Name> Configuration History page field descriptions....................................................... 213 <MPP name> Details page field descriptions........................................................................................... 214 MPP Manager page field descriptions...................................................................................................... 217 MPP Servers page field descriptions........................................................................................................ 221 MPP Settings page field descriptions....................................................................................................... 223 Restart <MPP Name> Today page field descriptions............................................................................... 228 Restart Schedule for <MPP Name> page field descriptions..................................................................... 229 <System name> Details tab on the System Monitor page field descriptions............................................ 230 Summary tab on the System Monitor page field descriptions................................................................... 235 Chapter 7: Avaya Media Servers........................................................................................ 239 Avaya Media Server overview................................................................................................................... 239 Viewing all Avaya Media Servers.............................................................................................................. 239 Viewing details for a specific AMS............................................................................................................ 240 Adding an AMS......................................................................................................................................... 240 Changing an AMS..................................................................................................................................... 241 AMS operational modes............................................................................................................................ 241 Changing the operational mode of an AMS..................................................................................... 242 AMS operational states............................................................................................................................. 242 Changing the operational state for one or more AMS...................................................................... 244 Starting all Avaya Media Servers.............................................................................................................. 245 Starting an Avaya Media Server............................................................................................................... 246 Restarting Avaya Media Server................................................................................................................ 246 Rebooting AMS......................................................................................................................................... 247 AMS Servers page field descriptions........................................................................................................ 247 Adding SIP Line Side Connections........................................................................................................... 248 Changing SIP Line Side Connections....................................................................................................... 249 Chapter 8: Speech applications in Avaya Aura Experience Portal................................ 251 Speech applications in Avaya Aura Experience Portal........................................................................... 251 Viewing speech applications added to the Experience Portal system...................................................... 251 Adding a speech application to Experience Portal.................................................................................... 252 Speech application priority........................................................................................................................ 252 Changing speech application priority............................................................................................... 253 Changing speech application settings through Avaya Aura Experience Portal...................................... 253 Specifying the default application for inbound calls.................................................................................. 254 Accessing VoiceXML and CCXML Log tag data through Experience Portal............................................ 255 Viewing application transcription data....................................................................................................... 256 Deleting speech applications from Avaya Aura Experience Portal......................................................... 256 Call classification in speech applications.................................................................................................. 257
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Call classification overview............................................................................................................... 257 Call classification analysis results.................................................................................................... 258 Call classification for inbound calls................................................................................................... 259 Call classification for outbound calls................................................................................................ 260 SIP application support............................................................................................................................. 261 User-to-User Interface (UUI) data passed in SIP headers............................................................... 261 SIP header support for CCXML and VoiceXML applications........................................................... 265 Sample VoiceXML page logging SIP headers.................................................................................. 267 Support for unknown headers.......................................................................................................... 268 RFC 3261 SIP headers.................................................................................................................... 269 Creating a custom header................................................................................................................ 270 Sample VoiceXML page setting SIP headers in a VoiceXML application........................................ 270 SIP UPDATE method....................................................................................................................... 271 Experience Portal event handlers............................................................................................................. 271 Adding application event handlers and prompts.............................................................................. 272 Setting the default application event handlers.................................................................................. 274 Setting Avaya Voice Browser options....................................................................................................... 274 AVB-specific VoiceXML events................................................................................................................. 275 Using a secure connection between the MPP and the application server................................................ 276 Add Application page field descriptions.................................................................................................... 277 Application Detail (Filters) page field descriptions.................................................................................... 295 Application Detail Report page field descriptions...................................................................................... 301 Application Summary (Filters) page field descriptions.............................................................................. 303 Application Summary Report page field descriptions............................................................................... 308 Applications page field descriptions.......................................................................................................... 312 Browser Settings page field descriptions.................................................................................................. 314 Change Application page field descriptions.............................................................................................. 319 CCXML tab on the Event Handlers page field descriptions...................................................................... 340 Prompts tab on the Event Handlers page field descriptions..................................................................... 341 VoiceXML tab on the Event Handlers page field descriptions.................................................................. 342 MPP Servers page field descriptions........................................................................................................ 343 Report Data Configuration page field descriptions................................................................................... 344 Application Launch Order window field descriptions................................................................................. 348 Chapter 9: Speech servers in Avaya Aura Experience Portal......................................... 351 Speech servers in Avaya Aura Experience Portal.................................................................................. 351 Mixed Protocols for configuring speech servers....................................................................................... 354 ASR servers in Avaya Aura Experience Portal ......................................................................................... 355 ASR servers in Experience Portal.................................................................................................... 355 Viewing existing ASR servers........................................................................................................... 355 Adding ASR servers......................................................................................................................... 356 Changing ASR servers..................................................................................................................... 356 Deleting ASR servers....................................................................................................................... 357 ASR tab on the Speech Servers page field descriptions.................................................................. 357 Add ASR Server page field descriptions.......................................................................................... 358 Change ASR Server page field descriptions.................................................................................... 363 TTS servers in Avaya Aura Experience Portal .......................................................................................... 369 TTS servers in Experience Portal..................................................................................................... 369
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Viewing existing TTS servers........................................................................................................... 370 Adding TTS servers.......................................................................................................................... 370 Changing TTS servers..................................................................................................................... 370 Deleting TTS servers........................................................................................................................ 371 Custom RealSpeak TTS dictionaries............................................................................................... 372 TTS tab on the Speech Servers page field descriptions.................................................................. 376 Add TTS Server page field descriptions........................................................................................... 377 Change TTS Server page field descriptions..................................................................................... 382 Chapter 10: Application Server Manager.......................................................................... 389 Application Server Manager in Avaya Aura Experience Portal............................................................... 389 Application Server page field descriptions................................................................................................ 389 Starting Application server........................................................................................................................ 390 Logging in to the Tomcat Manager web interface from Avaya Aura Experience Portal.......................... 391 Chapter 11: Managed Applications in Avaya Aura Experience Portal ........................... 393 Managed applications in Avaya Aura Experience Portal overview......................................................... 393 Acquire and maintain licenses.................................................................................................................. 394 Add managed application to EPM............................................................................................................. 394 Role-based access.................................................................................................................................... 395 Multi-tenancy............................................................................................................................................. 395 Logging and Alarming............................................................................................................................... 396 Reports related to managed applications................................................................................................. 396 Chapter 12: Integrated Voice and Video Response......................................................... 397
Chapter 13: Intelligent Customer Routing (ICR) functionality in Avaya Aura Experience Portal................................................................................................................ 399
Intelligent Customer Routing overview..................................................................................................... 399 Acquire and maintain licenses.................................................................................................................. 400 Configure ICR in EPM............................................................................................................................... 401 Role-based access.................................................................................................................................... 401 Multi-tenancy............................................................................................................................................. 402 Database Backup and Restore................................................................................................................. 402 Logging and Alarming............................................................................................................................... 402 Reports related to ICR.............................................................................................................................. 403 Chapter 14: Avaya Aura Experience Portal system events............................................. 405 Viewing Avaya Aura Experience Portal system status........................................................................... 405 Summary tab on the System Monitor page field descriptions.......................................................... 406 <System name> Details tab on the System Monitor page field descriptions................................... 408 Events and alarms.................................................................................................................................... 414 Events and alarms............................................................................................................................ 414 Event and alarm categories.............................................................................................................. 414 Event severities................................................................................................................................ 416 Alarm severities................................................................................................................................ 417 Alarm statuses.................................................................................................................................. 417 Resource thresholds for events and alarms..................................................................................... 417 Setting log data retention periods..................................................................................................... 419 Creating an event report................................................................................................................... 420 Creating an alarm report.................................................................................................................. 421 Viewing alarms by alarm category.................................................................................................... 421
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Changing the status of an alarm...................................................................................................... 422 Viewing the status changes made to an alarm................................................................................. 422 Alarm Manager page field descriptions............................................................................................ 423 Alarm Report page field descriptions............................................................................................... 427 Trace Viewer.................................................................................................................................... 429 EPM Traces tab on Trace Viewer page field descriptions................................................................ 429 MPP Trace Report page field descriptions....................................................................................... 432 EPM Trace Report page field descriptions....................................................................................... 432 Log Viewer page field descriptions................................................................................................... 433 Log Report page field descriptions................................................................................................... 435 MPP Servers page field descriptions............................................................................................... 436 MPP Settings page field descriptions............................................................................................... 438 <System name> Details tab on the System Monitor page field descriptions................................... 444 Alarm/Log Options page field descriptions....................................................................................... 449 Alarm History window field descriptions........................................................................................... 451 Creating an Audit Log report..................................................................................................................... 452 Audit Log Viewer page field descriptions.......................................................................................... 453 Audit Log Report page field descriptions.......................................................................................... 455 Chapter 15: Reports............................................................................................................ 457 Configuring report data settings................................................................................................................ 457 Printing reports.......................................................................................................................................... 458 Exporting reports....................................................................................................................................... 458 Report generation flow diagram................................................................................................................ 459 Application activity reports........................................................................................................................ 460 Creating an Application Summary report......................................................................................... 460 Creating an Application Detail report................................................................................................ 461 Call activity reports.................................................................................................................................... 462 Call activity reports........................................................................................................................... 462 Creating a Call Detail report............................................................................................................. 462 Creating a Call Summary report....................................................................................................... 463 Creating a Session Detail report...................................................................................................... 464 Creating a Session Summary report................................................................................................ 464 Viewing application transcription data.............................................................................................. 465 Show/Hide the Extended Exit Info #3 to Info #10 filters/columns in reports..................................... 466 Creating a Performance report.................................................................................................................. 468 Advanced reporting in Experience Portal.................................................................................................. 469 Data Export report..................................................................................................................................... 469 Data Export reports.......................................................................................................................... 469 Creating a Data Export report.......................................................................................................... 470 Generating Custom reports using third-party software............................................................................. 471 Generating Custom reports using third-party software..................................................................... 471 Custom application activity reports................................................................................................... 471 Custom Call Detail report................................................................................................................. 474 Custom Session Detail report........................................................................................................... 477 VPApplication table........................................................................................................................... 482 Custom vpperformance Reports...................................................................................................... 483 VPMpps table................................................................................................................................... 484
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VPSystems table.............................................................................................................................. 485 VPUCIDMap table............................................................................................................................ 487 Generating Custom reports using Experience Portal Manager................................................................ 487 Custom Reports using EPM............................................................................................................. 487 Generating a Custom report using EPM.......................................................................................... 488 Scheduled reports..................................................................................................................................... 489 Scheduled Reports........................................................................................................................... 489 Scheduling a Report......................................................................................................................... 490 SQL queries for the EPM reports.............................................................................................................. 490 Chapter 16: Experience Portal Manager main menu customizations............................ 495 EPM main menu customizations............................................................................................................... 495 The EPM main menu configuration files................................................................................................... 495 Add a new menu group and items............................................................................................................ 496 Defining a new menu group and its items........................................................................................ 497 Defining labels for the new menu group and its items...................................................................... 499 Setting user access permissions for the new menu group and its items.......................................... 500 Defining labels for the features in the new menu group and its items.............................................. 502 Add menu items to an existing menu group.............................................................................................. 504 Defining new menu items under an existing group.......................................................................... 504 Defining a label for the new menu item............................................................................................ 507 Setting user access permissions for the new menu items............................................................... 507 Defining labels for features in the new menu item........................................................................... 509 Defining a unique extensions directory............................................................................................ 510 Chapter 17: The Application Logging web service.......................................................... 513 The Application Logging web service for third-party speech applications................................................ 513 Best practices............................................................................................................................................ 513 Application Logging web service flow diagram......................................................................................... 514 Configuring the Application Logging web service..................................................................................... 515 Application Logging web service methods................................................................................................ 516 logFailed method....................................................................................................................................... 516 reportBatch method for application logging.............................................................................................. 517 reportBatch method for breadcrumb logging............................................................................................ 519 logApplicationEventAlarm method for application Logging / Alarming...................................................... 521 Sample Application Logging web service WSDL file................................................................................ 523 Chapter 18: The Application Interface web service......................................................... 527 The Application Interface web service...................................................................................................... 527 Best practices............................................................................................................................................ 528 Application Interface web service flow diagram........................................................................................ 529 Configuring the Application Interface web service.................................................................................... 530 Application Interface web service methods............................................................................................... 530 GetStatus method..................................................................................................................................... 531 LaunchCCXML method............................................................................................................................. 532 Returning the status of a LaunchCCXML request............................................................................ 536 CCXML session properties............................................................................................................... 536 LaunchVXML method................................................................................................................................ 538 Call classification with the LaunchVXML method............................................................................. 541 VoiceXML session properties........................................................................................................... 543
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QueryResources method.......................................................................................................................... 545 SendCCXMLEvent method....................................................................................................................... 546 Return Codes............................................................................................................................................ 547 Sample Application Interface web service WSDL file............................................................................... 547 Index..................................................................................................................................... 555
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User roles
Experience Portal provides role based access to the EPM pages. The user roles determine which pages the user can see and what actions the user can perform on those pages. The roles are:
Role Administration Description User accounts with Administration access can perform all systemrelated functions through the EPM, such as managing MPPs, VoIP
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Role
Description connections, and speech applications. The only things Administrators cannot do are managing user accounts and viewing the audit logs. Because users with the Administration role have such a wide range of access and privilege, you must strictly limit the use of these accounts.
User accounts with Auditor access can generate the Audit Log report and set the retention period for records in the audit log. User accounts with Maintenance access can view system information, but they cannot make any changes to the Experience Portal system. User accounts with Media Manager access can create and manage media content namespace and media files. Note: The Media Manager user role is available only if AMS is installed on the Experience Portal system.
Operations
User accounts with Operations access can control the operation of MPPs, including stopping, starting, and rebooting those systems. Operators can also change the status of alarms to denote that they have been acknowledged or can be retired. Operators cannot configure an MPP. They can only control the ones that an Administrator has already added to the Experience Portal system. User accounts with Privacy Manager role can update: All the Transcription related configuration under Reporting Parameters group for an application. Privacy Settings for traces. User accounts with Privacy Manager role can access the Privacy Settings menu in EPM > System Configuration > EPM Server.
Privacy Manager
Reporting
User accounts with Reporting access can generate the standard reports, add, edit, or delete the custom and scheduled reports. They can also change the schedules for the scheduled reports. User accounts with Reporting access cannot make any changes to the other features in the Experience Portal system. User accounts with User Manager access can add and change Experience Portal user accounts. User Managers can create new roles with specific access permissions. They can change or delete the defined roles, and assign these roles to the user accounts. They can also configure an LDAP connection between a corporate directory and the EPM so that EPM users no longer need to be defined locally on the EPM. Users with just the User Manager role can only see the User Management section of the main EPM menu. User accounts with Web Services access can use Application Interface Web Service to launch any application configured on the Experience
User Manager
Web Services
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Password administration
Role
Description Portal system. They can also use Application Logging Web Service to save application and breadcrumb information for any application.
Note: Additional roles may be available if you have installed managed application on Experience Portal. For more information on managed application based roles, see the documentation delivered with the managed application.
Password administration
Passwords are keys to the Experience Portal system. They must be protected and strong. A strong password is one that is not easily guessed and is not listed in any dictionary. Protected and strong passwords are especially important for root and administrative-level passwords since they have no access restrictions. Passwords created during Experience Portal installation are checked for minimal characteristics as follows: Passwords must contain at least one alphabetic character and one digit. Passwords are case-sensitive and should contain a combination of upper and lower case letters. A password cannot be the same as its associated user name. Although you can determine the minimum password length, you should not use any fewer than eight characters. After installation, when you use the EPM to create additional user accounts, the minimal characteristics for passwords are enforced. However, administrators can customize the minimum password length. You must set this value to at least eight characters. To ensure that strong passwords are created, you must use a nonsensical combination of letters and digits when creating passwords.
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Procedure
1. Open an Internet Explorer browser and enter the URL for your Experience Portal system. The default URL is: https://EPM-server/VoicePortal, where EPM-server is the hostname or IP address of the system where the primary EPM software is installed. Note: Transport Layer Security (TLS) must be enabled in your IE browser. For more information, see the Configuring browsers to use TLS security topic in the Planning for Avaya Aura Experience Portal guide. 2. On the login page, enter your EPM user name in the User Name field. The user name must match an existing Experience Portal EPM account name exactly, including case. If organization level access is enabled in the Experience Portal system and you are assigned to an organization, prefix your user name with the organization name and a forward slash character. For example, sales/john. For more information on organization level access, see Organization level access in Avaya Aura Experience Portal on page 93. 3. Click Submit. 4. In the Password field, enter your login password. The password must match the password assigned to the specified user name exactly, including case. 5. Click Logon. Important: If you are logging on to the Experience Portal system on a Windows server for the first time with the username and password of the Windows server, you are not forced to change the password at first logon. If you are logging on to the Experience Portal system on a Linux server for the first time with a specific user name and password, you are forced to change the temporary password at first logon. If you are not logging on to the Experience Portal system for the first time, then if your user name and password: Match an authorized Experience Portal user account, the EPM displays the Avaya Aura Experience Portal Management System Home page with Avaya Aura Experience Portal Management System Version version_number and the Legal Notice display text box. What you see and can do from there depends on your user role. Do not match an authorized Experience Portal user account, the EPM displays an error message and returns you to the User Name prompt so that you can log in again.
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6. If you are forced to change the password on the first log in, or your password expires or you want to change or reset the password, click the Change Password link, specify the User Name, Old Password, New Password and re-enter the new password in the Verify Password field. 7. Click Submit.
Procedure
1. In Internet Explorer, enter the URL for your Experience Portal system. The URL is https://<EPM-server>/VoicePortal where <EPM-server> is the name of the system where the EPM software is installed. 2. On the Login page, click the Change Password link at the bottom of the page. 3. On the Change Password page, enter your user name in the User Name field. 4. Enter your old password in the Old Password field. 5. Enter your new password in the New Password field. The password is case-sensitive and must have at least the number of characters defined in the Minimum Password Length field. 6. Reenter your new password in the Verify Password field. 7. To change your password, click Submit.
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User management
3. On the Login Options page, set the global login parameters in the User Login Options group. 4. If you changed one or more parameters, click Save.
Procedure
1. Log in to the EPM Web interface using an account with the User Manager user role. 2. From the EPM main menu, select User Management > Users. 3. On the Users page, click the Unlock link in the Locked column for each user account you want to unlock.
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Procedure
1. Log in to the EPM Web interface using an account with the User Manager user role. 2. From the EPM main menu, select User Management > Users. 3. On the Users page, click the name of the account that you want to change in the User Name column. 4. On the Change User page, enter the appropriate information and click Save.
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User management
Procedure
1. Log in to the EPM Web interface using an account with the User Manager user role. 2. From the EPM main menu, select User Management > Users. 3. On the Users page: Select the check box to the left of the accounts User Name for each user account that you want to delete. Click the Selection check box in the header row of the table, which automatically selects all user accounts. If you select the accounts of any users who are currently logged into the EPM, those users will continue to have access until their current sessions end. At that point, the users will be unable to log back into the EPM. Note: An account that displays Remote User in the Assigned Roles column belongs to a user who has logged in using an authorized account in the corporate directory. If you delete this account, the EPM removes it from the table in this section, but it does not keep the user from logging back into the EPM. In order to do that, you need to change the corporate directory account access rules defined in the LDAP Settings group on the Login Options page. 4. Click Delete. The EPM deletes all selected EPM user accounts without requesting confirmation.
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Procedure
1. In your corporate directory, add an attribute to each record that specifies what Experience Portal permissions that user should have. This attribute can specify the exact roles or be a custom group map name whose permissions you set within Experience Portal. 2. Log in to the EPM Web interface using an account with the User Manager user role. 3. From the EPM main menu, select User Management > Users. 4. On the Login Options page, enter the appropriate information in the fields in the LDAP Settings group. 5. Click Save. 6. Verify that the connection was properly established by logging into the EPM using one of the user names associated with an authorized Experience Portal group in the corporate directory.
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User management
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April 2012
Description This field displays (Unlock) if the user has: Tried to log in unsuccessfully more times than allowed in the Failed Login Lockout Threshold field, and the lockout duration specified in the Failed Login Lockout Duration field is still in effect. Not logged in within the time period allotted in the Inactivity Lockout Threshold field. Click this link to unlock the account.
The options are: Yes: The Password Longevity option is enabled for this account. Password Longevity, configured in EPM > User Management > Login Options, specifies the number of days for which a given password is valid. After this amount of time has passed, the user is required to change the password. No: The password for this account will not expire. N/A: The Enforce Password Longevity option is not applicable for the user. The user can be local OS, or LDAP.
Add Delete
Opens the Add User page. Deletes the user accounts whose Selection check box has been checked. Note: If you delete a remote user account, the EPM removes it from the table in this section, but it does not keep the user from logging back into the EPM. In order to do that, you need to change the corporate directory account access rules defined in the LDAP Settings group. Note: Ensure that the user account you want to delete is not the only user account with user manager role. Without a user manager account you cannot add or change Experience Portal user accounts and will need to reinstall Experience Portal in order to create a user manager account.
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User management
Field
Description Note: This field is displayed only if organization level access is enabled in the Experience Portal system and you have logged in as a user not assigned to any organization. For more information on organization level access see Organization level access in Avaya Aura Experience Portal on page 93.
User Name
The unique identifier for this account. This name is case-sensitive and must be unique across all EPM user accounts. Enter from 1 to 95 characters. The user name must not contain :, /, or ! characters. Note: If you select an organization in the field above, the selected organization and forward slash character are automatically prefixed to the user name. If you do not select the organization name, this indicates that the user does not belong to any organization. For more information on organization level access see Organization level access in Avaya Aura Experience Portal on page 93. Once you save the user, this name cannot be changed.
Enable
The options are: Yes: The user account is active and can be used to log into the EPM. No: The user account is inactive and cannot be used to log into the EPM.
Roles Password
Each user account can have one or more roles. The initial password for this account. The password is case-sensitive and must have at least the number of characters defined in the Minimum Password Length field. If you are changing the role for an existing account but do not want to change the password, leave this field and Verify Password field blank. Important: The Experience Portal system forces the user to change the default password on first login.
Verify Password
Enforce Password Enables the Password Longevity option for this account. Password Longevity Longevity, configured in EPM > User Management > Login Options, specifies the number of days for which a given password is valid. After this amount of time has passed, the user is required to change the password. If you do not select this option, the password for this account will not expire.
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Field
Description Note: This field does not have any effect if the Password Longevity is not set
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User management
Field
Description If you do not select this option, the password for this account will not expire. Note: This field does not have any effect if the Password Longevity is not set
Failed Login The number of attempts users get to successfully log in to the system. If they Lockout exceed this number of attempts, they are locked out of the system and Threshold cannot log in until the amount of time designated in the Failed Login Lockout Duration field has passed. The default is 3. To disable the account lockout feature, set this field to 0 (zero). Failed Login The amount of time, in minutes, to lock out users who do not successfully Lockout log in within the number of attempts defined in the Failed Login Lockout Duration Threshold field. If a user is locked out because of repeated unsuccessful login attempts, then that user cannot attempt to log in again until this amount of time has passed. The default is 10. Failed Login The number of attempts users get to successfully log in to the system before Alarm the system raises an alarm. Threshold The default is 3. This value is usually the same as the Failed Login Lockout Threshold. To disable these alarms, set this field to 0 (zero). Inactivity Lockout Threshold The number of days to wait until Experience Portal should consider the account inactive and lock it out of the system. Note: This field is only used for local user accounts. Any user accounts created through a corporate directory do not expire. Enter an integer between 0 and 365. The default is 0, which means that accounts are never locked out regardless of how much time passes between logins.
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Description
Is reset to 0 each time a user logs in. Starts counting as soon as a new account is created. Therefore, you could have an account locked out for inactivity before the first login attempt is made. Is reset to 0 if a user manager unlocks the account, either for inactivity or for exceeding the number of failed login attempts. Note: If the user account was created in Experience Portal 3.0.1.x, the inactivity counter is set during the upgrade to 6.0. If the 3.0.1.x account was: Logged into at least once, the counter is set to the length of time that has passed since the account was last used. Never logged into, the counter is set to 0 during the upgrade and it begins timing from that point forward. Minimum Password Length Password Longevity The minimum number of characters users must use in setting their passwords. The default is 8 characters. For security purposes, you can set this to 8 or higher. The number of days for which a given password is valid. After this amount of time has passed, the user is required to change the password. Enter an integer between 0 and 365, where 0 means that passwords never expire. The default is 60. The maximum number of days before a user password expires when Experience Portal displays a message warning the user that they need to change their password. Enter an integer between 1 and 30. The default is 10. Once this time limit has been reached, Experience Portal will display the warning message every time the user logs in until they have changed their password. Note: This field is ignored if Password Longevity is set to 0. LDAP Settings OS User Settings Opens the LDAP Settings page. Opens the OS User Settings page. Note: OS User Settings is available in EPM only when you install the EPM software on a Windows server.
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User management
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April 2012
Description Deletes the selected user roles. You can select roles using the check box next to the custom user roles. Note: You can only delete custom roles. When you delete a custom role, EPM removes the role from the role list only. The role may still appear in user profiles. For more information about deleting a user role completely, see Deleting a custom user role on page 33.
Continue
Procedure
1. Log in to the EPM Web interface using an account with the User Manager user role.
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User management
2. From the EPM main menu, select User Management > Roles. 3. On the Roles page, click Add. 4. On the Add New Role page, enter a name for the custom role that you want to add. The role name must be 1 to 256 alphanumeric characters in length. Note: Once you save the role, the role name cannot be changed. 5. Select a role from the Start with Role list. The privileges assigned to the role that you select in this list are used as a base for creating a new user role. 6. Click Continue. The Edit Role page opens. (Optional) Click the required role to give or remove permissions. The status of user permissions is indicated as follows: Red: indicates that a user does not have permissions for the role Green: indicates that a user has permissions for the role Yellow: indicates that a user does not have permissions for a particular node under a parent node. 7. Click Save.
Procedure
1. Log in to the EPM Web interface using an account with the User Manager user role. 2. From the EPM main menu, select User Management > Roles. 3. On the Roles page, click the name of the role that you want to change in the Name column. Note: You cannot select the System roles for changing. 4. The Edit Role page is displayed with a hierarchical list of the features made available by the Experience Portal system.
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April 2012
5. On the Edit Role page, select or clear the check boxes associated with the required feature node, to assign privileges to access the various pages and functions of each feature. Note: Nodes that are children of a particular feature are considered its dependents. Granting access to a child node automatically grants access to the parent features. 6. Click Save.
Procedure
1. Log in to the EPM Web interface using an account with the User Manager user role. 2. From the EPM main menu, select User Management > Roles. 3. On the Roles page: Select the check box for the custom user role that you want to delete. Click the Selection check box in the header row of the table, which automatically selects all user roles. 4. Click Delete. The EPM deletes all selected EPM user roles without requesting confirmation.
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User management
Proposed Solution
About this task Procedure
To gain access to those pages, you must obtain a user account with a different user role.
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System configuration
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > EPM Server. 3. On the EPM Servers page, click the EPM Settings button. 4. On the EPM Settings page, go to the Miscellaneous group. 5. Enter the number of minutes to wait in the License Re-allocation Wait Time field. 6. Click Save.
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4. On the License Server Information page, enter the new URL in the License Server URL field. The URL must be in the format https://WebLM-machine:port_num/WebLM/ LicenseServer, where Weblm-machine is the hostname or IP address of the WebLM server and :port_num is an optional parameter that consists of a colon followed by the port number for the WebLM server. If WebLM uses the default configuration, specify :8443. If no port number is specified, Experience Portal sets the default to :8443. 5. Click Verify to ensure that the URL is correct. 6. If your system can connect to the Avaya license server, click Apply then click OK to confirm. Experience Portal immediately polls the Avaya WebLM server to retrieve the current license information and, if successful, updates the fields in the Licensing page.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select Security > Licensing. 3. Click License Server URL icon .
4. Click Save on the License Server URL page. Experience Portal polls the license server immediately even if no changes have been made on that page.
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System configuration
Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select Real-Time Monitoring > Port Distribution. 3. On the Port Distribution page, if you want to view more information about a particular port, click its number in the Port column. The EPM displays the Port Information window.
Out of Service - Fault The MPP is trying to register with the port. Out of Service Manual Proceeding Removing The port is being manually taken offline from the MPP. The port was taken offline but is currently coming back into service. The port is being deleted from the MPP. It will soon be available for assignment to another MPP.
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State Trying
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System configuration
Description
ASR The number of ASR licenses on your system. Connection This setting is the maximum number of MRCP connections to ASR servers s that can be active at any one time. Basic Ports The number of Avaya Basic Ports (ABP) licenses on your system. for AACC Enable Media Encryption Enhanced Call Classificati on Whether Media Encryption is enabled on your system. If the value is a non-zero (positive) number, the media encryption is enabled. If it is zero, media encryption is disabled. The number of enhanced call classification licenses on your system. If the value is a non-zero (positive) number, the enhanced call classification is enabled. If it is zero, the enhanced call classification feature is disabled.
SIP The number of SIP Signaling connections licenses on your system. Signaling Connection s TTS The number of Text-to-Speech (TTS) licenses on your system. Connection This setting is the maximum number of MRCP connections to TTS servers s that can be active at any one time. Telephony Ports Video Server Connection s Version Expiration Date The number of Telephony Port licenses on your system. The maximum number of video connections to the video servers on the MPP. If the value is a non-zero (positive) number, the video feature is enabled. If it is zero, the video feature is disabled. The version number of the license. The date when the licence expires.
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Description Avaya Aura Experience Portal The last successful time that the licenses were acquired from the license server. The last successful time that the licenses were different on the license server.
Avaya Aura Opens the Avaya Aura Experience Portal License Settings page for Experience updating the license settings. Portal icon
WebLM-machine:port_num/WebLM/ LicenseServer, where Weblmmachine is the hostname or IP address of the WebLM server and :port_num is an
optional parameter that consists of a colon followed by the port number for the WebLM server. If WebLM uses the default configuration, specify :8443. If no port number is specified, Experience Portal sets the default to :8443. Note: Unless your site uses a dedicated WebLM server machine, the WebLM server is installed on the Experience Portal EPM server. Verify Opens a new browser window and loads the License Administration page for the WebLM license server.
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System configuration
Column or Button
Description If this page loads properly, then Experience Portal can connect to the license server.
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Column or Button
Telephony Ports
Specify the minimum and maximum number of licenses. Minimum: Indicates the minimum number of licenses below which the Experience Portal system generates an event that the system does not have enough licenses. Enter a value in the range 0 to 5000. Maximum: Indicates the maximum number of licenses to be retrieved by EPM for that feature. Enter a value in the range 0 to 5000.
Mode
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System configuration
Description
Active: The port has been assigned to an MPP but the MPP does not know the status of the port because the EPM and the MPP are out of sync. Adding: The port has been assigned to an MPP but the MPP has not taken the port yet. Alerting: The port is ringing and checking resources. Available: The port is ready to be assigned to an MPP. Connected: The port is in service and calls are in progress. Delete: The port is in the process of being deleted from the system. It is in use until the grace period expires. Idle: The port is assigned to an MPP but the MPP is not registered with the switch. The port cannot take calls. In Service: The port is assigned to an MPP and the MPP is registered with the switch. The port is ready to take a call. None: The assigned port is missing. Out of Service - Fault: The MPP is trying to register with the port. Out of Service - Manual: The port is manually taken offline from the MPP. Proceeding: The port was taken offline but is currently coming back into service. Removing: The port is being deleted from the MPP. It will soon be available for assignment to another MPP. Trying: The MPP is trying to register with the port. Tip: You can hover the mouse over this column to view more information about the state, including any fault information if the port could not be registered. Port Group Protocol Current Allocation The name of the port group that the port is a member of. Port groups are administered on the System Configuration pages. The port protocol. The name of the MPP to which the port is currently allocated. If there is a port conflict, you can hover the mouse over this field to view a tooltip containing one of the following error messages: Unconfigured port currently owned by <MPP Name> . Port allocated to <MPP1 Name> but currently owned by <MPP2 Name>. Port not yet allocated but owned by <MPP Name> .
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Column
Description Port allocated to <MPP Name> but not owned by it. Port allocation not yet sent. Waiting for confirmation of the port allocation.
Base Allocation
The options are: " " (blank): The port is currently allocated to the optimal MPP. An MPP name: The optimal allocation for the port. If the base allocation field is not blank, it probably means that the optimal MPP went out of service and the port was reallocated.
Details group
Field Port Port Group Gatekeeper Gatekeeper Port Description The Experience Portal port number associated with the port. The name of the port group that the port is a member of. The IP address of the H.323 Gatekeeper. The port number of the H.323 Gatekeeper port.
Status group
Field State The port's state. The options are: Active: The port has been assigned to an MPP but the MPP does not know the status of the port because the EPM and the MPP are out of sync. Adding: The port has been assigned to an MPP but the MPP has not taken the port yet. Description
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System configuration
Field
Description Alerting: The port is ringing and checking resources. Available: The port is ready to be assigned to an MPP. Connected: The port is in service and calls are in progress. Delete: The port is in the process of being deleted from the system. It is in use until the grace period expires. Idle: The port is assigned to an MPP but the MPP is not registered with the switch. The port cannot take calls. In Service: The port is assigned to an MPP and the MPP is registered with the switch. The port is ready to take a call. None: The assigned port is missing. Out of Service - Fault: The MPP is trying to register with the port. Out of Service - Manual: The port is manually taken offline from the MPP. Proceeding: The port was taken offline but is currently coming back into service. Removing: The port is being deleted from the MPP. It will soon be available for assignment to another MPP. Trying: The MPP is trying to register with the port.
If this port encountered a fault condition, this will be PTELE00031 - Channel Out of Service. Hover the mouse over this field to display the reason provided to Experience Portal by the switch. If the port is currently being used, displays the type of call that is currently using the port. The port's operational mode. The options are: Online: The port is available for normal inbound and outbound calls and is allocated to an MPP. Inbound: The port is available for normal inbound calls and is allocated to an MPP. Test: The port is available for calls made to one of the defined H.323 maintenance stations and is allocated to an MPP in Test mode. Offline: The port is not available and is not allocated to any MPP.
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VoIP connections
Allocation group
Field Current Allocation The options are: <None>: The port is not currently allocated to an MPP. The name of the MPP to which the port is currently allocated along with any error messages that may have been generated by port conflicts. Base Allocation The options are: " " (blank): The port is currently allocated to the optimal MPP. An MPP name: The optimal allocation for the port. If the base allocation field is not blank, it probably means that the optimal MPP went out of service and the port was reallocated. Description
VoIP connections
H.323 connections in Experience Portal
H.323 is an Internet standard set of protocols for the transmission of real-time audio, video, and data using packet-switching technology. Experience Portal uses H.323 connections with an Communication Manager to handle Voice over IP (VoIP) telephony. To provide VoIP capabilities, H.323 uses: Terminals, which can be PCs or dedicated IP softphone devices. Gateways, which translate communications between dissimilar networks, such as IP networks and Public Switched Telephone Network (PSTN). In the Experience Portal system, the Communication Manager handles this function. A gatekeeper, which acts as the control center for all H.323 VoIP interactions in the system. In the Experience Portal system, the Communication Manager handles this function. Important: You must use Communication Manager 3.1 build 369 or later with the Avaya Special Application SA8874 feature. This combination provides: VoiceXML supervised transfers. Without the SA8874 feature, supervised transfers have no access to call progress information and behave like a blind transfer. The Application Interface web service for outbound calling. Without the SA8874 feature, the web service has no access to call progress information and may start
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System configuration
a VoiceXML application even when the connection attempt receives a busy signal. Note: The SA8874 feature comes with Communication Manager version 3.1 or later, but it requires a separate license before it can be enabled.
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VoIP connections
4. On the Change H.323 Connection page, enter the appropriate information and click Save.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > VoIP Connections and go to the H.323 tab. 3. If you want to create a new connection: a) Click Add. b) On the Add H.323 Connection page, enter the required information in the General section. 4. If you want to add one or more maintenance stations to an existing connection, click the name of the connection to open the Change H.323 Connection page for that connection. 5. In the New Stations group: a) Enter the first maintenance station in the Station From field. b) If you want to enter a range of numbers, enter the last number in the range in the To field. c) Enter a password in the Password field. d) Select Maintenance in the Station Type list box. e) Click Add. 6. If you want to define another maintenance station or range of numbers, repeat step 5. 7. Click Save.
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System configuration
General section
Field Name Description The unique identifier for this H.323 connection on the Experience Portal system. The name can be up to 32 alphanumeric characters. Do not use any special characters. Note: Once you save the H.323 connection, this name cannot be changed. Enable Whether this H.323 connection is available for use by the Experience Portal system. The default is Yes, which means the connection is available.
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VoIP connections
Description The network address of the H.323 gatekeeper. The gatekeeper resides on the Communication Manager and acts as the control center for all H.323 VoIP interactions in the Experience Portal system. This must be a valid network address in the form of a fully qualified hostname or an IP address. The network address of the alternate H.323 gatekeeper that resides on Communication Manager. The Gatekeeper address and the Alternate Gatekeeper Address are used for initial contact with Communication Manager, and Communication Manager can instruct the media manager to use other addresses for further communications. For more information on the alternate H.323 gatekeeper, refer to Avaya Aura Communication Manager Feature Description and Implementation on http:// support.avaya.com. This must be a valid network address in the form of a fully qualified hostname or an IP address. The port on the gatekeeper that Experience Portal uses for this connection. This value must be in the range from 1024 to 65535. The default port is 1719. The options are: Yes: Experience Portal encrypts all calls that use this connection. This is the default. No: Calls are not encrypted. Note: The use of encryption can affect system performance, especially if you are using the connection for a large number of simultaneous calls.
Gatekeeper Port
Media Encryption
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System configuration
Field or Button
Description When you specify the stations, keep in mind that: Each station can be a maximum of 15 digits in length. This station or range of stations must be unique. That is, you cannot assign the same stations or an overlapping range of stations to different H.323 connections. The total number of stations you enter cannot exceed the number of Experience Portal ports you have licensed. For more information on the number of available licenses, see Viewing your licenses on page 36.
Password
The numeric password to be associated with either the first station or all stations. The H.323 gatekeeper uses passwords as an extra measure of security when using the stations on this connection. The password can be a maximum of 8 digits in length. The options are: Same Password: Experience Portal uses the password specified in the Password field for all stations in the specified range. Use sequential passwords: Experience Portal uses the password specified in the Password field for the first station in the specified range. The system automatically increments this base password by one for each of the other stations in the specified range.
Station Type The options are: Inbound and Outbound: The specified stations can be used for inbound or outbound calls. Inbound Only: The specified stations can be used for inbound calls only. Maintenance: The specified stations are special numbers that you can configure on the switch and on the MPP for use in troubleshooting problems with the MPP. Maintenance stations make it possible to isolate a single MPP for troubleshooting purposes in multiple-MPP systems. For more information, see Using the Test operational mode on page 194. Note: If you select Maintenance: You must also specify a password in the Password field. Experience Portal only allocates one maintenance port to each MPP that is currently in Test mode. Therefore, specifying a range of stations is only useful if you put several MPPs into Test mode at the same time. Add Associates the station or range of stations with the connection.
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VoIP connections
General section
Field Name Description The unique identifier for this H.323 connection on the Experience Portal system. Note: This field cannot be changed. Enable Whether this H.323 connection is available for use by the Experience Portal system. The default is Yes, which means the connection is available. The network address of the H.323 gatekeeper. The gatekeeper resides on the Communication Manager and acts as the control center for all H.323 VoIP interactions in the Experience Portal system. This must be a valid network address in the form of a fully qualified hostname or an IP address. The network address of the alternate H.323 gatekeeper that resides on Communication Manager. The Gatekeeper address and the Alternate Gatekeeper Address are used for initial contact with Communication
Gatekeeper Address
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System configuration
Field
Description Manager, and Communication Manager can instruct the media manager to use other addresses for further communications. For more information on the alternate H.323 gatekeeper, refer to Avaya Aura Communication Manager Feature Description and Implementation on http:// support.avaya.com. This must be a valid network address in the form of a fully qualified hostname or an IP address.
Gatekeeper Port
The port on the gatekeeper that Experience Portal uses for this connection. This value must be in the range from 1024 to 65535. The default port is 1719. The options are: Yes: Experience Portal encrypts all calls that use this connection. This is the default. No: Calls are not encrypted. Note: The use of encryption can affect system performance, especially if you are using the connection for a large number of simultaneous calls.
Media Encryption
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VoIP connections
Description The numeric password to be associated with either the first station or all stations. The H.323 gatekeeper uses passwords as an extra measure of security when using the stations on this connection. The password can be a maximum of 8 digits in length. The options are: Same Password: Experience Portal uses the password specified in the Password field for all stations in the specified range. Use sequential passwords: Experience Portal uses the password specified in the Password field for the first station in the specified range. The system automatically increments this base password by one for each of the other stations in the specified range.
Station Type The options are: Inbound and Outbound: The specified stations can be used for inbound or outbound calls. Inbound Only: The specified stations can be used for inbound calls only. Maintenance: The specified stations are special numbers that you can configure on the switch and on the MPP for use in troubleshooting problems with the MPP. Maintenance stations make it possible to isolate a single MPP for troubleshooting purposes in multiple-MPP systems. For more information, see Using the Test operational mode on page 194. Note: If you select Maintenance: You must also specify a password in the Password field. Experience Portal only allocates one maintenance port to each MPP that is currently in Test mode. Therefore, specifying a range of stations is only useful if you put several MPPs into Test mode at the same time. Add Associates the station or range of stations with the connection.
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System configuration
Field or Button
Description Select an individual entry in this list by clicking on it, or use Ctrl+Click and Shift+Click to select multiple entries.
Remove
Removes the association between the selected entry in the display text box and the connection.
Enable
Gatekeeper Port
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VoIP connections
Description The stations that can use this H.323 connection. If an entry is followed by: (I): the stations are inbound only. (M): the stations are maintenance stations. " " (blank), the stations are both inbound and outbound.
If this field displays Yes, Experience Portal encrypts all calls that use this connection. Opens the Add H.323 Connection page. Deletes the H.323 connections whose associated Selection check box is checked.
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System configuration
From this page, users logged in with the Administration user role can also add, delete, or change connections.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > VoIP Connections and go to the SIP tab. 3. Click Add. 4. On the Add SIP Connection page, enter the appropriate information and click Save.
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VoIP connections
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select Security > Certificates. 3. Click the Root Certificates tab. 4. Specify the path to the certificate in the Enter Security Certificate Path field. 5. Enter the appropriate password in the Password field. 6. Click Install.
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System configuration
General section
Column Name Description The unique identifier for this SIP connection on the Experience Portal system. The name can be up to 32 alphanumeric characters. Do not use any special characters. Note: This field cannot be changed. Enable Whether this SIP connection is available for use by the Experience Portal system. The default is Yes, which means the connection is available. Note: While you can configure multiple SIP connections, only one can be active at any one time. Proxy Transport The IP Protocol used by the SIP connection. The options are: TCP TLS
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VoIP connections
Port
Priority
Weight
Remove
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System configuration
Description This is the domain name under which the SIP proxy list is configured in the DNS server. Note: The DNS server must support the DNS SRV protocol. The entry must be a valid hostname. Ensure that the DNS server domain is configured to retrieve the ordered list of available server records which can be used to handle calls. This field is enabled only when you select the DNS Server Domain option.
Listener Port
The port used by the Listener. The default for TCP is 5060, and the default for TLS is 5061. The domain in which the SIP connection is configured. The SIP domain must match the domain name of the connected proxy (that is the domain name in SIP URIs for incoming calls). * (asterisk) means that all calls are routed to this trunk. The assumed identity used to determine the service class and the restriction permissions class for the SIP connection. For Communications Manager, this should map to an extension configured on the switch. The number of redirection attempts allowed before the call is considered to have failed. The MPP redirects a call when it receives a 302 response code from an INVITE request. This response code indicates that the endpoint which received the call has moved to another location, and the call should be redirected to the new location. The call continues to be redirected until either no further 302 response is received or the retry count is exhausted. Enter a number in the range 0 to 100. The default is 0. Redirect attempt is disabled when the number in this field is set to 0. If a connection cannot be established, Consultative Transfer allows Experience Portal to regain control of the call. The following options determine the SIP messages used for a VXML Consultative Transfer: INVITE with REPLACES: When Experience Portal receives INVITE with REPLACES in the SIP message, it establishes a secondary call to the transfer destination to:
SIP Domain
P-Asserted-Identity
Consultative Transfer
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Field
Description Determine availability Ensure that the destination answers within the established timeout The secondary call is then merged with the primary call that is being transferred. Experience Portal sends a request to the transferee for an INVITE message with a Replaces header that contains the information necessary to take control over the primary call. Experience Portal controls the progress of the call in case the response of the second call is not positive. Note: This option requires the transfer destination to support the INVITE with Replaces SIP message. REFER: With this option, the transferee determines the entire process of establishing the new call to the transfer destination. If the transfer destination is unavailable or does not respond to the call, the transferee sends the call to Experience Portal. The default option is INVITE with REPLACES.
T2
B and F
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System configuration
Field
Description The default value is 4000 millisecond(s). Enter a number in the range of 500 to 180000 millisecond(s).
SRTP group
Field Enable The options are: Yes: This connection uses SRTP. No: This connection does not use SRTP. Encryption Algorithm The options are: AES_CM_128: This connection uses 128 key encryption. None: Messages sent through this connection are not encrypted. Authentication Algorithm The options are: HMAC_SHA1_80: Authentication is done with HMAC SHA-1. HMAC_SHA1_32: Authentication is done with HMAC SHA-1. Description
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Field RTCP Encryption Enabled RTP Authentication Enabled Add The options are:
Description
Yes: This connection uses RTCP encryption. No: This connection does not use RTCP encryption. The options are: Yes: This connection uses RTP authentication. No: This connection does not use RTP authentication. Adds the SRTP configuration to the connection.
Enable
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System configuration
The address of the proxy server. This must be a valid network address in the form of a fully qualified hostname or an IP address. This field is enabled only when you select the Proxy Server option. The port used by the proxy server. The default for TCP is 5060, and the default for TLS is 5061. This field is enabled only when you select the Proxy Server option. When you configure more than one proxy server, this field determines the order in which outbound calls are sent to the list of proxy servers. Calls are sent to the proxy server with the lowest priority value first. If this proxy server fails, calls are sent to the proxy server with the second lowest priority value. This continues up the proxy server list in priority order until either the call succeeds or the list is exhausted. Enter a number in the range 0 to 65535. The default is 0. This field is enabled only when you select the Proxy Server option. When you add more than one proxy server with the same priority value, this field determines the relative chances of which proxy server is used for an outbound call. The proxy server with the highest weight has the greatest odds of receiving a call. For example, if proxy servers 1 and 2 are assigned a priority of 1, and weight of 4 and 6 respectively, then proxy server 1 has a 40% (4/(4+6)) chance of receiving a call while proxy server 2 has a 60% (6/(4+6)) chance. Enter a number in the range 0 to 65535. The default is 0. This field is enabled only when you select the Proxy Server option. Removes the proxy server. This field is enabled only when you select the Proxy Server option.
Port
Priority
Weight
Remove
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Description Adds additional proxy addresses and ports. You cannot use the same proxy server address and port for adding another proxy server. This field is enabled only when you select the Proxy Server option. The port used by the Listener. The default for TCP is 5060, and the default for TLS is 5061. The pattern used when routing outbound calls to this trunk. * (asterisk) means that all calls will be routed to this trunk.
Listener Port
SIP Domain
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System configuration
General section
Column Name Description The unique identifier for this SIP connection on the Experience Portal system. Note: This field cannot be changed. Enable Whether this SIP connection is available for use by the Experience Portal system. The default is Yes, which means the connection is available. Note: While you can configure multiple SIP connections, only one can be active at any one time. Proxy Transport The IP Protocol used by the SIP connection. The options are: TLS TCP
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Port
Priority
Weight
Remove
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Description This is the domain name under which the SIP proxy list is configured in the DNS server. Note: The DNS server must support the DNS SRV protocol. The entry must be a valid hostname. Ensure that the DNS server domain is configured to retrieve the ordered list of available server records which can be used to handle calls. This field is enabled only when you select the DNS Server Domain option.
Listener Port
The port used by the Listener. The default for TCP is 5060, and the default for TLS is 5061. The domain in which the SIP connection is configured. The SIP domain must match the domain name of the connected proxy (that is the domain name in SIP URIs for incoming calls). * (asterisk) means that all calls are routed to this trunk. The assumed identity used to determine the service class and the restriction permissions class for the SIP connection. For Communications Manager, this should map to an extension configured on the switch. The number of redirection attempts allowed before the call is considered to have failed. The MPP redirects a call when it receives a 302 response code from an INVITE request. This response code indicates that the endpoint which received the call has moved to another location, and the call should be redirected to the new location. The call continues to be redirected until either no further 302 response is received or the retry count is exhausted. Enter a number in the range 0 to 100. The default is 0. Redirect attempt is disabled when the number in this field is set to 0. If a connection cannot be established, Consultative Transfer allows Experience Portal to regain control of the call. The following options determine the SIP messages used for a VXML Consultative Transfer: INVITE with REPLACES: When Experience Portal receives INVITE with REPLACES in the SIP message, it establishes a secondary call to the transfer destination to:
SIP Domain
P-Asserted-Identity
Consultative Transfer
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Field
Description Determine availability Ensure that the destination answers within the established timeout The secondary call is then merged with the primary call that is being transferred. Experience Portal sends a request to the transferee for an INVITE message with a Replaces header that contains the information necessary to take control over the primary call. Experience Portal controls the progress of the call in case the response of the second call is not positive. Note: This option requires the transfer destination to support the INVITE with Replaces SIP message. REFER: With this option, the transferee determines the entire process of establishing the new call to the transfer destination. If the transfer destination is unavailable or does not respond to the call, the transferee sends the call to Experience Portal. The default option is INVITE with REPLACES.
T2
B and F
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System configuration
Field
Description The default value is 4000 millisecond(s). Enter a number in the range of 500 to 180000 millisecond(s).
SRTP group
Field Enable The options are: Yes: This connection uses SRTP. No: This connection does not use SRTP. Encryption Algorithm The options are: AES_CM_128: This connection uses 128 key encryption. None: Messages sent through this connection are not encrypted. Authentication Algorithm The options are: HMAC_SHA1_80: Authentication is done with HMAC SHA-1. HMAC_SHA1_32: Authentication is done with HMAC SHA-1. Description
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Field RTCP Encryption Enabled RTP Authentication Enabled Add The options are:
Description
Yes: This connection uses RTCP encryption. No: This connection does not use RTCP encryption. The options are: Yes: This connection uses RTP authentication. No: This connection does not use RTP authentication. Adds the SRTP configuration to the connection.
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System configuration
The address of the proxy server. This must be a valid network address in the form of a fully qualified hostname or an IP address. This field is enabled only when you select the Proxy Server option. The port used by the proxy server. The default for TCP is 5060, and the default for TLS is 5061. This field is enabled only when you select the Proxy Server option. When you configure more than one proxy server, this field determines the order in which outbound calls are sent to the list of proxy servers. Calls are sent to the proxy server with the lowest priority value first. If this proxy server fails, calls are sent to the proxy server with the second lowest priority value. This continues up the proxy server list in priority order until either the call succeeds or the list is exhausted. Enter a number in the range 0 to 65535. The default is 0. This field is enabled only when you select the Proxy Server option. When you add more than one proxy server with the same priority value, this field determines the relative chances of which proxy server is used for an outbound call. The proxy server with the highest weight has the greatest odds of receiving a call. For example, if proxy servers 1 and 2 are assigned a priority of 1, and weight of 4 and 6 respectively, then proxy server 1 has a 40% (4/(4+6)) chance of receiving a call while proxy server 2 has a 60% (6/(4+6)) chance. Enter a number in the range 0 to 65535. The default is 0. This field is enabled only when you select the Proxy Server option. Removes the proxy server. This field is enabled only when you select the Proxy Server option.
Port
Priority
Weight
Remove
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Description Adds additional proxy addresses and ports. You cannot use the same proxy server address and port for adding another proxy server. This field is enabled only when you select the Proxy Server option. The port used by the Listener. The default for TCP is 5060, and the default for TLS is 5061. The pattern used when routing outbound calls to this trunk. * (asterisk) means that all calls will be routed to this trunk.
Listener Port
SIP Domain
Enable
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System configuration
Description The port used by the proxy server. The port used by the Listener. The domain in which the SIP connection is configured. The SIP domain must match the domain name of the connected proxy (that is the domain name in SIP URIs for incoming calls). Opens the Add SIP Connection page. Deletes the SIP connections whose associated Selection check box is checked.
Add Delete
Call conferencing Call classification Blind transfer Supervised transfer (also called consultative transfer)
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Feature
SIP
Note: If a connection cannot be established, the Consultative Transfer feature in Experience Portal allows the application to regain control of the call. Bridge transfer (see also Comparison of features supported on H.323 and SIP)
Supported
Supported except for the VoiceXML <transfer> tags connecttimeout parameter, which is not supported Supported Note: In case of SIP VoIP connection, the signaling group doesnt support the out- band option. It supports the in-band and RTP-payload DTMF options.
DTMF detection Supported Note: Experience Portal supports only out-band DTMF detection for H.323 and H.323 with SA8874 feature. Playing prompt files Recording Converse-on vectoring Encryption options Supported Supported Supported Disabled AES AEA Quality of Service Supported
Supported
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System configuration
SIP For an incoming call, UUI values are populated in the VoiceXML session variables for both UUI and Application to Application Information (AAI). For more information, see User-to-User Interface (UUI) data passed in SIP headers. Supports the capability to both send and receive UCID. For more information, see Universal Call Identifier (UCID) values included in UUI data.
Universal Call Supports the capability Identifier (UCID) to receive UCID over H323 from Communication Manager.
Supports the capability to receive UCID over H323 from Communication Manager.
Note: Note: This capability is available in This capability is Communication available in Manager 5.2. To Communication enable this feature, Manager 5.2. To you need to enable this administer ucid-info feature, you need on button 10 on the to administer 7434ND stations ucid-info on used by Experience button 10 on the Portal. 7434ND stations For more information, used by Experience see Universal Call Portal. Identifier (UCID) For more values included in UUI information, see data. Universal Call Identifier (UCID) values included in UUI data. Switch failover An alternate gatekeeper address can be specified in the EPM, and an alternate gatekeeper address list can come from Communication Manager An alternate gatekeeper address can be specified in the EPM, and an alternate gatekeeper address list can come from Communication Manager
No additional support is supplied by Experience Portal, but the Avaya SIP Enablement Services (SES) hardware has failover support and MPPs can be configured as members of an adjunct in the SES
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SIP
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System configuration
3. On the MPP Servers page, click the VoIP Settings button. If you are not logged in with the Administration user role, the EPM displays the VoIP Settings page in view only mode.
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Field
Description The default range is 23000 to 30999. Note: Each call that uses ASR and TTS resources requires a total of six UDP ports.
TCP
The TCP range which you specify in this field must be large enough for the network connections, which vary based on the configuration as well as the load. Enter the lower value of the range of port numbers in the Low field, and the higher value in the High field. The range must be within 1024 to 65535. The default range is 31000 to 31999. Important: Do not limit the TCP range to the absolute minimum as it will possibly impact functionality such as failover. Do not overlap ranges for the TCP and MRCP protocols.
MRCP
The port numbers used by Transmission Control Protocol (TCP) transactions. Enter the lower value of the range of port numbers in the Low field, and the higher value in the High field. The range must be within 1024 to 65535. The default range is 32000 to 32999. The number of MRCP ports you need depends on the setting of the New Connection per Session option for the Experience Portal speech servers. If this option is enabled, you need one MRCP port for each speech server license. If this option is not enabled, you need one MRCP port per speech server. For example, if you have one ASR server with five ASR licenses and one TTS server with two TTS licenses and: The New Connection per Session option is enabled for both the ASR and TTS server, you would need seven MRCP ports because you have seven total licenses. The New Connection per Session option is enabled for the ASR server but not the TTS server, you would need six MRCP ports because you have five ASR licenses plus one TTS server. The New Connection per Session option is not enabled for either the ASR or TTS server, you would need two MRCP ports because you have two speech servers.
H.323 Station
The H.323 Station port range configures a range of UDP ports that are used exclusively for gatekeeper discovery and registration. However, the bulk of H.323 communication occurs over a TCP socket that is allocated from the TCP range. For each H.323 station, you need to configure one UDP and one TCP port. If either port fails to be allocated, the H.323 station will be marked out of service.
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System configuration
Field
Description Enter the lower value of the range of port number in the Low field, and the last number of the range in the High field. The range must be within 1024 to 65535. The default range is 35000 to 50000. Important: The H.323 Station range must not overlap with UDP range.
Port
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G729
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System configuration
Description The media codec that is offered first in the SIP SDP media list. The codecs are offered in the most preferred to the least preferred order, so that a far end media selects the first media codec that it can accept. Note: This field is enabled only if you have selected Yes in the G729 field. The options are: G729 G711
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A warning event is generated and the MPP enters the Degraded state. No event is generated. 12%, no event is generated because it has not yet fallen below the Reset value. No event is generated but the MPP returns to the Running state. No event is generated. An event is generated and the MPP returns to the Degraded state. Note: When the warning event is generated after the percentage of out of service ports reaches the trigger value, no more warning is generated until you reach reset value again.
Field Warn
Description The Trigger field determines the percentage of ports that must go out of service on an MPP before the MPP sends a warning-level event to Experience Portal and enters the Degraded state. Once the Reset value is reached, the MPP returns to the Running state. The Trigger default is 10 and the Reset default is 0. The Trigger field determines the percentage of ports that must go out of service on an MPP before the MPP sends an error-level event to Experience Portal and enters the Degraded state. Once the reset value is reached, the MPP will send another error event when appropriate, but it does not return to the Running state until the Reset value associated with the Warn field has been reached. The Trigger default is 20 and the Reset default is 10. The Trigger field determines the percentage of ports that must go out of service on an MPP before the MPP issues a fatal-level alarm and enters the Degraded state. If the MPP remains in this state for three minutes, Experience Portal automatically attempts to restart the MPP. If the percentage of out-of-service
Error
Fatal
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System configuration
Field
Description ports is still above the fatal threshold after the restart, Experience Portal attempts to restart the MPP again. If the percentage of out-of-service ports is still above the fatal threshold after the second restart, Experience Portal attempts to restart the MPP a third time. If the percentage of out-of-service ports is still above the fatal threshold after the third restart, the MPP enters the Error state and must be manually restarted. If the MPP remains in this state for less than three minutes, the MPP will not issue another fatal alarm until the percentage of out of service ports is at or below the value set in the Reset field before it once again rises above the value in the Trigger field. Once the reset value is reached, the MPP will send another fatal event when appropriate, but it does not return to the Running state until the Trigger value associated with the Warn field has been reached. The Trigger default is 70 and the Reset default is 50.
Miscellaneous group
Field Inband DTMF Detection Enabled Description This option allows Experience Portal to interoperate with media gateways and SIP endpoints Yes: Select Yes to enable this option. No: Select No to disable this option. The default is No. Pre-Energy Record Time The maximum number of milliseconds of audio data that are inserted in the recordings before the system detects the energy. Range: 0 to 30000. Default: 0
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The current version installed on the server by using the iaversion.php command. All versions since Avaya Aura Experience Portal 6.0 that have been installed on the server by using the iahistory.php command. All versions that have been installed in a particular directory or all directories on the server by using the GetInstallHistory and GetInstallHistory -search_all commands respectively. Note: The GetInstallHistory command is disabled in versions higher than Avaya Aura Experience Portal 6.0. You must use the iaversion.php and iahistory.php commands for checking the installation history.
Procedure
1. Log in to Linux on the Voice Portal server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Navigate to the Support/VP-Tools directory by entering the cd $AVAYA_HOME/ Support/VP-Tools command. 3. To search for the current installation that has been made in any subdirectory under $AVAYA_HOME, enter the ./iaversion.php command 4. To search for all installations since Avaya Aura Experience Portal 6.0, made in any subdirectory under $AVAYA_HOME, enter the bash ./iahistory.php command.
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System configuration
reportwriter
The SetDbpassword script allows you to change all account passwords and add and delete all accounts except for postgres, which cannot be deleted. Note: This script replaces the UpdateDbPassword script that was included with Avaya Aura Experience Portal 4.0 or 4.1.
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Procedure
1. Log in to Linux on the primary or auxiliary EPM server. If you are an Avaya Services representative and are using Avaya Enterprise Linux, or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and enter the su - root command to change the user to sroot. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and enter the su - command to change the user to root. 2. Navigate to the Support/VP-Tools/SetDbPassword directory under the Avaya Aura Experience Portal installation directory. Enter the cd $AVAYA_HOME/Support/VP-Tools/SetDbPassword command. $AVAYA_HOME is an environmental variable pointing to the name of the installation directory specified during the Avaya Aura Experience Portal software installation. The default value is /opt/Avaya/ExperiencePortal. 3. To run the script: Enter bash SetDbpassword.sh followed by the additional parameters to perform the desired operation. For the details on the supported operations, see the following table. Tip: This script is also available in the Support/EP-Tools directory of the Avaya Aura Experience Portal installation DVD. 4. The table below shows the script usage. Use the scripts described in the table.
View a list of all Avaya Aura Enter the bash SetDbpassword.sh Experience Portal PostgreSQL list command. accounts Change the password for a PostgreSQL user account Enter the bash SetDbpassword.sh
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System configuration
username is the PostgreSQL account Note: name for the new report user You cannot add a report user with read/write privileges on password is the password for this the primary EPM server. account. For example, to create a report account called RptReadWrite and set the password to ReportPW2, you would enter:
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Delete a report account from either EPM server or delete the vpcommon account from the primary EPM server Note: You cannot delete the postgres user account. Add the vpcommon user account on the primary EPM server so that an EPM server can access the database Note: You cannot add the vpcommon account to the EPM server.
Enter the bash SetDbpassword.sh delete -u username command, where username is either vpcommon or the report account name that you want to delete. For example, to delete the report account named RptReadWrite, you would enter:
View the help for this command Enter the bash SetDbpassword.sh help command.
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System configuration
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For example, you create an organization called sales. Assign a user called John, an application called test and a custom report called test to the sales organization. The user John can now access only the test application and test report in EPM. Note: Only a user with the User Manager role can add new organizations. When a user with the Org Administration role adds an application, a user or a custom report, the organization name and forward slash character are prefixed by default. For example, when a user belonging to the sales organization and with the Org Administration role adds a new user; John, the user name is saved as sales/John.
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Result
From the EPM main menu, you can access the Organizations page by selecting User Management > Organizations. Note: Log in to the EPM web interface using an account with the User Manager user role. For more information on creating organization level access in Experience Portal, see Organization level access in Avaya Aura Experience Portal on page 93
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Procedure
1. Log in to Linux on the primary or auxiliary EPM server. If you are an Avaya Services representative and are using Avaya Enterprise Linux, or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and enter the su - root command to change the user to sroot. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and enter the su - command to change the user to root. 2. Navigate to the Support/VP-Tools/SetDbPassword directory under the Experience Portal installation directory. Enter the cd $AVAYA_HOME/Support/VP-Tools command. $AVAYA_HOME is an environmental variable pointing to the name of the installation directory specified during the Experience Portal software installation. The default value is /opt/Avaya/ExperiencePortal. 3. To run the script: Enter the EnableOrganizations disable command to disable organization level access in Experience Portal. 4. Type Y and press Enter when prompted to restart the vpms service. The Organizations page is disabled in EPM > User Management.
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Using the defined organization, you can restrict a user's access to only the data which belongs to their organization.
Field or Button Selection check box Organization Name Description Use this Selection check box to select which organization you want to delete. The name for the organization. Note: You cannot change the Organization Name after creating it. Add Delete Opens the Add Organization page for defining a new organization. Deletes the selected organization. You can select an organization using the check box next to the Organization Name.
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Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > EPM Server. 3. On the EPM Servers page, click EPM Settings. 4. On the EPM Settings page, enter the appropriate information and click Save.
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Applications written with other tools must provide their own load balancing and failover mechanisms for this web service. Handles all requests when the Primary EPM is down Does not include the EPM Web interface, therefore it cannot be used to administer the system or monitor the status of the MPP servers.
Procedure
1. If the vpcommon PostgreSQL database user account was not created on the primary EPM server during the EPM software installation, or if you need to reset the password for that account: a) Log in to Linux on the Experience Portal primary EPM server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. b) Navigate to the Support/VP-Tools/SetDbpassword directory by entering the cd $AVAYA_HOME/Support/VP-Tools/SetDbpassword/ SetDbpassword.sh command. $AVAYA_HOME is the environment variable pointing to the name of the installation directory specified during the Avaya Aura Experience Portal software installation. The default value is /opt/Avaya/ExperiencePortal Tip: This script is also available in the Support/VP-Tools directory of the Avaya Aura Experience Portal installation DVD. c) Enter the bash SetDbpassword.sh add_vpcommon -p password command. Where Enter the bash SetDbpassword.sh add_vpcommon -p password command. 2. Install the auxiliary EPM software on the new server as described in the Optional: Installing the EPM software on the auxiliary EPM server topic of the Implementing Avaya Aura Experience Portal on multiple servers guide. When you get to the Database Login Check for Auxiliary EPM installation screen, make sure you specify the password for the vpcommon PostgreSQL database user account. 3. When the installation has finished, add the server to the Avaya Aura Experience Portal system: a) Log in to the EPM Web interface.
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If Avaya Services is maintaining this system and you are an Avaya Services representative, log in to the EPM using the init EPM account created during the EPM software installation. Otherwise, log in to the EPM using an account with the Administration user role. From the EPM main menu, select System Configuration > EPM Server. On the EPM Servers page, click Add. On the first Add EPM Server page, enter the appropriate information and click Continue. On the second Add EPM Server page, enter the appropriate information. If you logged in using the init account, make sure you enter the appropriate LDN number for the server in the LDN field. If you do not specify an LDN number, Experience Portal uses the default value (000)000-0000. Click OK.
b) c) d) e)
f)
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Procedure
1. Log in to the EPM Web interface. If Avaya Services is maintaining this system and you are an Avaya Services representative, log in to theEPM using the init EPM account created during the EPM software installation. Otherwise, log in to the EPM using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > EPM Server. 3. On the EPM Servers page, click the name of the auxiliary EPM server. 4. On the Change EPM Server page, enable the Trust new certificate check box in the EPM Certificate section. 5. If you logged in using the init account, make sure that the LDN number specified in the LDN field matches the information in the Avaya Services database for this server. 6. Click Save.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > EPM Server. 3. On the EPM Servers page, click the Selection check box next to the name of the auxiliary EPM server. 4. Click Delete.
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Procedure
1. Log in to Linux on the primary or auxiliary EPM server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Stop the vpms service by entering the /sbin/service vpms stop command. You will see a series of messages as the command starts to shut down EPM components. When the command has successfully stopped all relevant components, it displays the message: VPMS Shutdown Status: [ OK ].
Next steps
After you finish performing the maintenance procedures, restart the vpms service by entering the /sbin/service vpms start command.
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If you want to: Move the EPM software to a new server in a system where the EPM and MPP software runs on different servers, see Move the EPM software to a different server machine on page 104. Move the MPP software to a new server in a system where the EPM and MPP software runs on different servers, see Moving an MPP to a different dedicated server on page 105. Move the Experience Portal software in a system where the EPM and the MPP run on the same server, see Move a single-server Experience Portal system to a different server on page 107.
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Step
Description
Important: Make sure you: Perform all software prerequisites, such as synchronizing the time between the new EPM server and the MPP servers. Select the same options you selected for the previous installation. Go through the same configuration steps after you install the software. For example, if you synchronized the old EPM server with an external time source, make sure you configure the new server to use that time source as well. 4 On the new EPM server, configure the backup and restore scripts as described in Verifying the backup server mount point on page 138. Make sure that you specify the same mount point and shared directory that you used on the old EPM sever. Restore the Experience Portal database from the backup you made on the old EPM server as described in Database Restore utility on page 137. If you could not use the same hostname and IP address for the new EPM server, change the information in the Experience Portal database as described in Changing the hostname or IP address on a dedicated primary EPM server on page 117. If you could not use the same IP address and hostname for the new server, you need to connect each MPP server with the new EPM server as described in Reconnecting an existing MPP server with the EPM server on page 118. If your WebLM server ran on the old EPM server, install the Experience Portal license file on the new EPM server as described in the Installing the license file topic in the Implementing Avaya Aura Experience Portal on multiple servers guide. Otherwise, verify that the new EPM server can contact the WebLM sever by selecting Security > Licensing from the EPM main menu and clicking Verify on the Licensing page.
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run on the same server, see Move a single-server Experience Portal system to a different server on page 107.
Procedure
1. If you want to transfer the MPP log files: a) Log into the MPP Service Menu as described in Logging in to the MPP Service Menu on page 199. Tip: You can also pack the files by running the getmpplogs.sh script on the MPP server. For more information, see the Administrative scripts available on the MPP topic of the Troubleshooting Avaya Aura Experience Portal guide. Go to the Diagnostics page and select Pack Files. On the Pack Files Options page, select Logs and Transcriptions and utterances. Click Pack. When the process has completed, download the tar.gz archive file.
b) c) d) e)
2. If possible, set up the new server so that it has the identical IP address and hostname as the old MPP server. The hostname should match in all respects, including case. 3. Install the MPP software on the new server as described in the Installing the MPP software interactively topic of the Implementing Avaya Aura Experience Portal on multiple servers guide. Important: Make sure you select the same options you selected for the previous installation. 4. If you want to transfer the MPP log files, restore them as described in Restoring packed MPP log files on page 111. 5. If you could not configure the new MPP server to use the same IP address and hostname as the old MPP server: a) Log in to the EPM Web interface using an account with the Administration user role. b) Change the hostname or IP address of the MPP on the Change MPP Server page as described in Changing an MPP on page 177. 6. Reestablish the link between the EPM and the MPP as described in Reestablishing the link between the EPM and an MPP on page 107.
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a different server machine on page 104 or Moving an MPP to a different dedicated server on page 105. Important: Because these steps build on each other, you must complete them in the order given or you may encounter errors during the procedures.
Step 1 2 3 4 Description On the old Experience Portal server, back up the Experience Portal database. For more information, see System Backup Overview on page 124. If you want to transfer the MPP log files, pack them on the old server as described in Packing MPP logs and transcriptions in a TAR file on page 109. If possible, set up the new server so that it has the same IP address and hostname as the old Experience Portal server. On the new server, install the Experience Portal software. For more information, see Installing the Avaya Aura Experience Portal software topic in the Implementing Avaya Aura Experience Portal on a single server guide. Important: Make sure you select the same options you selected for the previous installation, and that you go through the same configuration steps after you install the software. For example, if Avaya Services maintains this Experience Portal system, make sure you set up the Avaya Services access requirements as described in the Configuring the Avaya Service accounts topic in the Implementing Avaya Aura Experience Portal on multiple servers guide. 5 On the new Experience Portal server, configure the backup and restore scripts as described in Verifying the backup server mount point on page 138. Make sure that you specify the same mount point and shared directory that you used on the old sever. Restore the Experience Portal database from the backup you made on the old EPM server as described in Database Restore utility on page 137. If you archived the MPP log files, restore them by unpacking the TAR archive created by the Pack command as described in Restoring packed MPP log files on page 111. If you could not use the same hostname and IP address for the new EPM server, change the information in the Experience Portal database as described in Changing the hostname or IP address on a dedicated primary EPM server on page 117. Reestablish the link between the EPM and the MPP as described in Reestablishing the link between the EPM and an MPP on page 107. If your WebLM server ran on the old EPM server, install the Experience Portal license file on the new EPM server as described in the Installing the license file topic in the Implementing Avaya Aura Experience Portal on multiple servers guide.
6 7
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Description Otherwise, verify that the new EPM server can contact the WebLM sever by selecting Security > Licensing from the EPM main menu and clicking Verify on the Licensing page.
Procedure
1. Log into the MPP Service Menu as described in Logging in to the MPP Service Menu on page 199. 2. From the MPP Service Menu, select Diagnostics. 3. On the Diagnostics page, click Pack Files. 4. On the Pack Files Options page, select the files you want to pack. You can select any or all of the following: Select all check box: Pack all available files. Logs: Pack all the MPP log files. Transcriptions and utterances: Pack all the transcriptions and utterances saved by the applications running on the MPP. Debug files: Pack all the debug (trace) data recorded on the MPP. 5. Click Pack. Experience Portal creates a TAR file with the format <hostname>_<date and time stamp>_MPP.tar that contains all of the selected information. In addition, Experience Portal creates a TAR file for each MPP component with the format <MPP component>_<hostname>_<date and time stamp>_MPP.tar. Experience Portal displays the TAR file names at the bottom of the page. 6. To save any TAR file, right-click the file name and select Save As from the pop-up menu.
Next steps
If you need to restore the packed log files, use the restorempplogs.sh script.
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Procedure
1. Log in to Linux on the Experience Portal MPP server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. Note: You can run this script as an avayagroup member, but if you run this script while logged in as root or sroot, it collects additional log files. 2. Navigate to the MPP bin directory by entering the cd $AVAYA_MPP_HOME/bin command. AVAYA_MPP_HOME is the environment variable pointing to the name of the MPP installation directory specified during the Avaya Aura Experience Portal software installation. 3. Enter the getmpplogs.sh command with the desired options. You can select:
Option --web Purpose To export a TAR file from the $AVAYA_MPP_HOME/web/ admin/AEPSupport directory that can be accessed from the web browser. If this command option is not used, the TAR file can be found in the $AVAYA_MPP_HOME/tmp/AEPSupport/ directory. To export system information and MPP logs, Apache logs, and system event logs. The system information exported is: hostname
--logs
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Option
Purpose system uptime system CPU and memory information network configuration storage usage /etc/hosts file currently running processes CPU activity information RPM database information MPP specific configuration
--transcriptions To export system information and all the transcriptions and utterances. --debugfiles To export only the system information and all the latest core files from each MPP component with libraries and debug symbols. To display the above getmpplogs.sh commands. Note: This parameter cannot be combined with any other parameters.
--help
Except for the --help option, you can specify any combination of parameters when you run the getmpplogs.sh script. The types of files that are packed in the TAR file depends on the combination of the command options that you use. For example, to pack all transcriptions, system information, and debug files in a TAR file stored in the $AVAYA_MPP_HOME/web/admin/AEPSupport directory, enter the getmpplogs.sh --web --transcriptions --debugfiles command.
Next steps
If you need to restore the packed log files, use the restorempplogs.sh script.
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The restorempplogs.sh script: Stops the MPP service Restores the call data records Restores the installation logs Restores the process logs, if available Restores the transcriptions and utterances, if available Restarts the MPP service
Procedure
1. If the MPP was started through the EPM: a) Log in to the EPM Web interface using an account with the Administration or Operations user role. b) From the EPM main menu, select System Management > MPP Manager. c) On the MPP Manager page, use the Selection check box in the MPP server table to select which MPPs you want to change. d) Click Stop in the State Commands group. e) After the grace period expires, click Refresh to ensure that the state is now Stopped. 2. Log in to Linux on the Experience Portal MPP server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 3. Restore the log files by entering the bash restorempplogs.sh <path/ file.tar> command, where <path/file.tar> is the fully qualified path and file name of the TAR file created by the Pack command or the getmpplogs.sh script. If the script finds the TAR file, it displays the following:
This utility will restore records of type: Records Installation logs Process logs Transcriptions & Utterances from a tar file generated by the getmpplogs script. If the directories for these records already exist, then the directory will be renamed to <directory-YYYYMMDD-HHMM> before the restore. Press Enter to continue, or press Control-c to cancel
4. Press Enter to run the script and restore the log files. The script produces output similar to the following:
Extracting files from '/opt/Avaya/VoicePortal/MPP/tmp/AVPSupport/clmpplab-02_Apr_24_2007_14_12_17_MPP.tar.gz'... Depending on the amount of data, this may take several minutes. Stopping services... Checking service
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'mpp' - stopping: 'mpp' - Restoring 'Records' Moving existing '/opt/Avaya/ VoicePortal/MPP/logs/records' to '/opt/Avaya/VoicePortal/MPP/logs/ records-20070424-1419'... Restoring '/tmp/untar/logs/records' to '/opt/ Avaya/VoicePortal/MPP/logs/records'... Restoring directory and file permissions... - Restoring 'Installation logs' Moving existing '/opt/ Avaya/VoicePortal/MPP/logs/install' to '/opt/Avaya/VoicePortal/MPP/logs/ install-20070424-1419'... Restoring '/tmp/untar/logs/install' to '/opt/ Avaya/VoicePortal/MPP/logs/install'... Restoring directory and file permissions... - Restoring 'Process logs' Moving existing '/opt/Avaya/ VoicePortal/MPP/logs/process' to '/opt/Avaya/VoicePortal/MPP/logs/ process-20070424-1419'... Restoring '/tmp/untar/logs/process' to '/opt/ Avaya/VoicePortal/MPP/logs/process'... Restoring directory and file permissions... - Restoring 'Transcriptions & Utterances' Moving existing '/opt/Avaya/VoicePortal/MPP/logs/transcriptions' to '/opt/Avaya/ VoicePortal/MPP/logs/transcriptions-20070424-1419'... Restoring '/tmp/ untar/transcriptions' to '/opt/Avaya/VoicePortal/MPP/logs/ transcriptions'... Restoring directory and file permissions... Log Restoration Complete! INFO: The service 'mpp' will not be automatically restarted by this script. If you wish to restart this service, use the command: /sbin/service mpp start
5. If the hostname of the current machine is different than the hostname stored in the log files, the restorempplogs.sh script displays a warning message alerting you that the names of the log files in the $AVAYA_MPP_HOME/logs/records and $AVAYA_MPP_HOME/logs/transcription directories need to be changed so that the hostname included in the filename matches the servers new hostname. When you rename these files: Use the short name for the server instead of the fully qualified domain name. Make sure that the hostname you specify matches the exact server hostname, including case. Note: If you do not change the log file names, then these records will not be accessible to the EPM server and therefore will not be accessible to any reports created through the EPM.
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View process messages, which goes to the Process Messages page. Version, which goes to the Version page.
Mode
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Description
Online: The port is available for normal inbound and outbound calls and is allocated to an MPP. Inbound: The port is available for normal inbound calls and is allocated to an MPP. Test: The port is available for calls made to one of the defined H.323 maintenance stations and is allocated to an MPP in Test mode. Offline: The port is not available and is not allocated to any MPP. State The port's state. The options are: Active: The port has been assigned to an MPP but the MPP does not know the status of the port because the EPM and the MPP are out of sync. Adding: The port has been assigned to an MPP but the MPP has not taken the port yet. Alerting: The port is ringing and checking resources. Available: The port is ready to be assigned to an MPP. Connected: The port is in service and calls are in progress. Delete: The port is in the process of being deleted from the system. It is in use until the grace period expires. Idle: The port is assigned to an MPP but the MPP is not registered with the switch. The port cannot take calls. In Service: The port is assigned to an MPP and the MPP is registered with the switch. The port is ready to take a call. None: The assigned port is missing. Out of Service - Fault: The MPP is trying to register with the port. Out of Service - Manual: The port is manually taken offline from the MPP. Proceeding: The port was taken offline but is currently coming back into service. Removing: The port is being deleted from the MPP. It will soon be available for assignment to another MPP. Trying: The MPP is trying to register with the port. Tip: You can hover the mouse over this column to view more information about the state, including any fault information if the port could not be registered.
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Description The name of the port group that the port is a member of. Port groups are administered on the System Configuration pages. The port protocol. The name of the MPP to which the port is currently allocated. If there is a port conflict, you can hover the mouse over this field to view a tooltip containing one of the following error messages: Unconfigured port currently owned by <MPP Name> . Port allocated to <MPP1 Name> but currently owned by <MPP2 Name>. Port not yet allocated but owned by <MPP Name> . Port allocated to <MPP Name> but not owned by it. Port allocation not yet sent. Waiting for confirmation of the port allocation.
Base Allocation
The options are: " " (blank): The port is currently allocated to the optimal MPP. An MPP name: The optimal allocation for the port. If the base allocation field is not blank, it probably means that the optimal MPP went out of service and the port was reallocated.
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An MPP server in a dedicated server environment, see Changing the hostname or IP address for a dedicated MPP server on page 119. The Experience Portal server running the EPM and MPP software in a single server environment, see Changing the hostname or IP address for the Experience Portal single server system on page 123.
Procedure
1. Log in to Linux on the Experience Portal primary EPM server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Stop the vpms service by entering the /sbin/service vpms stop command. You will see a series of messages as the command starts to shut down EPM components. When the command has successfully stopped all relevant components, it displays the message: VPMS Shutdown Status: [ OK ]. 3. If you want to change the hostname or IP address of the current server: a) If you are using Avaya Enterprise Linux, enter the system-config-network command and follow the prompts to set the new IP address or hostname. b) If you are using Red Hat Enterprise Linux Server 6.0, use the neat tool as described in your Red Hat documentation.
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c) Open the /etc/hosts file in an ASCII editor and change the IP address and hostname to the values you specified with the configuration tool. d) Reboot the EPM server. 4. Navigate to the do_UpdateHost script directory by entering the $AVAYA_HOME/ Support/UpdateHostAddress command. 5. Enter the bash do_UpdateHost command to change the hostname in the database to the hostname of the current server. The system displays a message to confirm whether you want to restart the vpms services. 6. Select Y to restart EPM and press Enter. After all relevant components are started successfully, the VPMS Start Status: [ OK ] message is displayed. 7. Enter the setup_vpms.php command to re-authorize the security certificate. The location of the setup_vpms script is $AVAYA_HOME/Support/VP_Tools/ setup_vpms.php.
Next steps
Reconnect the existing MPP server with the EPM server. For more information, see Reconnecting an existing MPP server with the EPM server on page 118.
Procedure
1. Log in to Linux on the Experience Portal MPP server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Navigate to the Support/VP-Tools directory by entering the cd $AVAYA_HOME/ Support/VP-Tools command.
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3. Associate this MPP server with the EPM server by entering the setup_vpms.php myhost command, where myhost is the server name or IP address where the EPM software is installed. 4. Follow the on-screen prompts to install the certificate, restart Apache, and configure Network Time Protocol (NTP).
Next steps
If necessary, relink the EPM server with the MPP server as described in Reestablishing the link between the EPM and an MPP on page 107.
Procedure
1. Log in to Linux on the Experience Portal MPP server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Stop the mpp service by entering the service mpp stop command. 3. If you want to change the hostname or IP address of the current server: a) If you are using Avaya Enterprise Linux, enter the system-config-network command and follow the prompts to set the new IP address or hostname. b) If you are using Red Hat Enterprise Linux Server 6.0, use the neat tool as described in your Red Hat documentation.
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c) Open the /etc/hosts file on the MPP server in an ASCII editor and change the IP address and hostname to the values you specified with the configuration tool. d) Log in to Linux on the Experience Portal primary EPM server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. e) Open the /etc/hosts file on the primary EPM server in an ASCII editor and change the IP address and hostname for the MPP to the values you specified with the configuration tool. f) Reboot the primary EPM server. g) Reboot the MPP server. 4. Log in to the EPM Web interface. If Avaya Services is maintaining this system and you are an Avaya Services representative, log in to the EPM using the init EPM account created during the EPM software installation. Otherwise, log in to the EPM using an account with the Administration user role. 5. From the EPM main menu, select System Configuration > MPP Servers. 6. On the MPP Servers page, click on the name of the MPP whose hostname or IP address you changed. 7. On the Change MPP Server page, make sure that the information in the Host Address field matches the new IP address or hostname. If you logged in using the init account, make sure that the LDN number specified in the LDN field matches the information in the Avaya Services database for this server. 8. Click Save.
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Note: To change the IP address or hostname for the primary EPM server, follow the steps in Changing the hostname or IP address on a dedicated primary EPM server on page 117.
Procedure
1. Log in to Linux on the auxiliary EPM server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Stop the vpms service by entering the /sbin/service vpms stop command. You will see a series of messages as the command starts to shut down EPM components. When the command has successfully stopped all relevant components, it displays the message: VPMS Shutdown Status: [ OK ]. 3. To change the hostname or IP address of the current server: a) If you are using Avaya Enterprise Linux, enter the system-config-network command and follow the prompts to set the new IP address or hostname. b) If you are using Red Hat Enterprise Linux Server 6.0, use the neat tool as described in your Red Hat documentation. c) Open the /etc/hosts file in an ASCII editor and change the IP address and hostname to the values you specified with the configuration tool. d) Reboot the auxiliary EPM server. 4. Navigate to the do_UpdateHost script directory by entering the $AVAYA_HOME/ Support/UpdateHostAddress command. 5. Enter the bash do_UpdateHost command. The script prompts the following message: Selection of EPM address update: (1) Primary EPM (2) auxiliary EPM (local) a) To enter a new IP address for the primary EPM server: Select 1 Enter the new IP address for the primary EPM server Press Enter b) To update the hostname in the database to the hostname of the current (auxiliary EPM) server:
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Select 2 Press Enter The system displays a message to confirm whether you want to restart the vpms services. 6. Select Y to restart EPM and press Enter. After all relevant components are started successfully, the VPMS Start Status: [ OK ] message is displayed. Note: To update the IP address of the primary EPM server as well as the auxiliary EPM server, you must run the bash do_UpdateHost command twice and repeat this step. 7. Enter the setup_vpms.php command to re-authorize the security certificate. The location of the setup_vpms script is $AVAYA_HOME/Support/VP_Tools/ setup_vpms.php. 8. Update the link between the primary and auxiliary EPM servers: a) Log in to the EPM Web interface. If Avaya Services is maintaining this system and you are an Avaya Services representative, log in to the EPM using the init EPM account created during the EPM software installation. Otherwise, log in to the EPM using an account with the Administration user role. From the EPM main menu, select System Configuration > EPM Servers. On the EPM Servers page, click the name of the auxiliary EPM server. On the Change EPM Server page, update the information in the Host Address field. If you logged in using the init account, make sure that the LDN number specified in the LDN field matches the information in the Avaya Services database for this server. Click OK.
b) c) d)
e)
Next steps
Reconnect the existing MPP server with the EPM server. For more information see, Reconnecting an existing MPP server with the EPM server on page 118.
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Changing the hostname or IP address for the Experience Portal single server system
About this task
If you need to change the IP address or hostname of the Experience Portal server after the EPM and MPP software has been installed, or if you need to move the Experience Portal software to a new server that has a different IP address and hostname, you need to change the information stored in the Experience Portal database to match the new system configuration. Note: If your Experience Portal system consists of one or more dedicated servers, follow the steps in Changing the hostname or IP address on a dedicated primary EPM server on page 117.
Procedure
1. Log in to Linux on the Voice Portal server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Stop the vpms service by entering the /sbin/service vpms stop command. You will see a series of messages as the command starts to shut down EPM components. When the command has successfully stopped all relevant components, it displays the message: VPMS Shutdown Status: [ OK ]. 3. Stop the mpp service by entering the service mpp stop command. 4. If you want to change the hostname or IP address of the current server: a) If you are using Avaya Enterprise Linux, enter the system-config-network command and follow the prompts to set the new IP address or hostname. b) If you are using Red Hat Enterprise Linux Server 6.0, use the neat tool as described in your Red Hat documentation. c) Open the /etc/hosts file in an ASCII editor and change the IP address and hostname to the values you specified with the configuration tool. d) Reboot the Experience Portal server. 5. Navigate to the do_UpdateHost script directory by entering the $AVAYA_HOME/ Support/UpdateHostAddress command.
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6. Enter the bash do_UpdateHost command to change the hostname in the database to the hostname of the current server. The system displays a message to confirm whether you want to restart the vpms services. 7. Select Y to restart EPM and press Enter. After all relevant components are started successfully, the VPMS Start Status: [ OK ] message is displayed. 8. Start the mpp service by entering the service mpp start command. 9. If the application server is co-resident with the Experience Portal single server system, verify and/or change the hostname or IP address referenced in the System Configuration > Applications page a) From the EPM main menu, select System Configuration > Applications . b) Verify the hostname or IP address
Next steps
Reconnect the existing MPP server with the EPM server. For more information, see Reconnecting an existing MPP server with the EPM server on page 118.
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Configure the backup server and verify the backup server connectivity. For more information, see Backup Server page field descriptions on page 133. Perform on-demand backup directly on the web page or configure backup schedule to perform backup on a periodic basis. For more information, see Backup Scheduler page field descriptions on page 136. Back up Experience Portal database which includes the associated default properties files, and the specified custom files. You can also optionally configure additional files and directories that need to be backed up. For more information, see User Components page field descriptions on page 136. Configure the number of backups to retain in the backup server. You can also retain more than one backup data package and select preferred package for data restore operation. For more information, see Backup Server page field descriptions on page 133. View the backup history. The System Backup feature verifies the current package list in the backup folder against the set number of backups to retain, and removes the older packages based on the timestamp. The System Backup copies the Experience Portal database and the property files from the EPM server to the local backup folder, or to a Linux or Windows backup server across the network. Refer to the Local database configuration for System Backup section for further information on the backup server. For information on the backup procedure, see Backing up an Avaya Aura Experience Portal system from System Backup menu in EPM on page 129. Tip: You should backup your data at periodic intervals to capture any incremental changes to the database.
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Description For details, see: Setting up a Linux backup server for Linux based EPM on page 126 Setting up Linux backup server for Windows based EPM on page 127 Setting up a Windows backup server on page 127
Procedure
1. Log in to Linux on the backup server with the user account that Experience Portal uses while performing the backup operation. 2. Enter the id command to obtain the UID of the account with which you are currently logged in. The system displays the UID. For example: $>id backupuser uid=500(backupuser) gid=500(backupuser) groups=500(backupuser) context=user_u:system_r:unconfined_t 3. Create the backup directory where you want to save the backup packages. For example, if you want Experience Portal to store the backups in the /home/ experienceportal/backup directory, enter the mkdir /home/ experienceportal/backup command. 4. Enter the su command to gain temporary root level access. 5. Open the /etc/exports file in a text editor. 6. Add a new entry for the new directory, to be shared with Experience Portal, using the following format: <BackupDir> <ExperiencePortalAddress>(rw,sync,all_squash,anonuid=<UID>) where <BackupDir> is the name of the directory to be shared. For example, /home/ experienceportal/backup. <ExperiencePortalAddress> is the IP address of the Primary EPM server that accesses the backup directory. <UID> is the ID of the user account that Experience Portal uses when accessing the backup directory. 7. Save and close the file. 8. Enter the #>service nfs restart command to restart the NFS service. 9. If the backup server is installed on Red Hat Enterprise Linux 5.x, restart the portmap service by entering the #>service portmap restart command.
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Note: If the backup server is installed on Red Hat Enterprise Linux 6, you do not need to restart the rpcbind service. Setting up Linux backup server for Windows based EPM You can set up shared directories between a Windows based EPM server and a Linux server.
Procedure
1. Log in to Linux on the backup server with the user account that Experience Portal uses while performing the backup operation. 2. Install Samba RPM on the Linux server. 3. Open the etc/samba/smb.conf file in a text editor. 4. Add share information in the smb.conf file. For example, to add a share called backup, add the following details:
[backup] comment = backup share path = /home/backup writable = yes
5. Add a user account that EPM uses when accessing the share. For example, enter the adduser g users backup command. 6. Set the SMB password for the user account that you just created. For example, enter the smbpasswd a backup command. 7. Enter testparm to test the configuration. 8. Enter chkconfig smb on to turn on the SMB service. 9. Enter chkconfig nmb on to turn on the NMB service. 10. Reboot the Linux server. Setting up a Windows backup server
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Note: If the Experience Portal server is installed on Linux, you cannot connect to a Windows server unless you have Samba or other connection utility. For details, see the Red Hat Web site, http://www.redhat.com.
Procedure
1. Log into the Windows back up server using an Administrator account. 2. If required, add a new user account that the Experience Portal system uses when backing up files to the server. For more information on adding a new Windows user, see the Microsoft Windows documentation. 3. Create the directory that you want to share with the Experience Portal server. 4. Right-click on the directory in Windows Explorer and select Sharing and Security to set the shared permissions. 5. In the <folder name> Properties dialog box, go to the Sharing tab. 6. Select Share this folder. 7. Click Permissions. 8. In the Permissions dialog box, click Add. 9. In the Enter the object names to select list box, add the appropriate user name in the format backup_server_name\user_name, where: backup_server_name is the name of the Windows backup server. user_name is the name of a Windows user that currently exists on the backup server. For example, if the backup server name is BackupEPMServer and the Windows user name is user, you would enter BackupEPMServer\user. 10. Click OK to return to the Permissions dialog box. 11. In the Group or user names list box, select the user you just added. 12. Enable the Change and Read check boxes in the Allow column for that user. The Full Control permission is optional. 13. Click OK to save your changes and return to the <folder name> Properties dialog box. 14. Click OK.
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Backing up an Avaya Aura Experience Portal system from System Backup menu in EPM
Before you begin
Before you use the System Backup feature in EPM, you must complete the tasks in Database backup prerequisites on page 125.
Procedure
1. Log in to the EPM web interface. 2. From the EPM main menu, select System Management > System Backup. 3. Click the Backup Server icon .
4. On the Backup Server page, update the configuration details, and click Verify. Important: Make sure the backup is stored on a server that is not part of the Voice Portal system. EPM verifies if the backup folder exists and can be mounted using the specified parameters such as server address and backup folder, and displays the details in the Verify Backup Server window. 5. Click Close Window on the Verify Backup Server window. 6. Click Save on the Backup Server page. 7. Click the Backup Schedule icon on the System Backup page if you want to specify a schedule for the backup procedure. 8. On the Backup Scheduler page, configure the backup schedule, and click Save. 9. Click the User Components icon .
10. On the User Components page, configure user components for the backup operation, and click Save. 11. Click Backup Now to initiate an on-demand backup.
Result
When the backup is complete, the System Backup page displays the backup completed message. Note: Click Refresh to check if the backup completed message is displayed.
Next steps
On the Backup History section of the System Backup page:
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Verify that the package is created Verify the Date/Time details of the package Note: The package list is not displayed if the backup server is not configured properly.
Opens the Backup Server page for configuring the backup server.
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Opens the User Components page for configuring the backup schedule.
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Buttons section
Button Backup Now Description Initiates the on-demand backup for the specified components on the configured server. Tip: Verify the backup server details before initiating the on demand backup. Select the Backup Server>Verify web page to verify that the backup folder exists and can be mounted using the specified username and password. For more information, see Verify Backup Server page field descriptions on page 135 On initiating the on-demand backup, the Backup Now button changes to Cancel Backup till the backup operation is in progress. Cancel Backup Stops the backup operation in progress.
Backup Folder
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This page contains the following sections: Backup Server section on page 134 Number of Backup(s) to Retain section on page 135 State Commands on page 135
Backup Folder
/<Folder name> where, <Folder name> indicates a shared directory that is used to store
the backup files in the backup server. Note: For a local backup, verify that the avayavp and avayavpgroup linux users have the read, write, and execute permissions for the backup folder. The backup folder name on Windows must have the syntax: /<Folder name> or \<Folder name>. where, <Folder name> indicates a shared directory that is used to store the backup files in the backup server. For example, the default is C:\Avaya\backup. Username The user name used to mount the backup server. If MPP is installed, this field is displayed only when the backup server type selected is PC Windows. If AMS is installed, this field is displayed only when server address is not localhost. Note: On Windows, the user name is displayed only when the Server Address is not a local server. Password The password used to connect and mount the backup server. If MPP is installed, this field is displayed only when the backup server type selected is PC Windows. If AMS is installed, this field is displayed only when server address is not localhost.
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Field
Description Note: On Windows, the password is displayed only when the Server Address is not a local server.
Verify
Verifies that the backup folder exists and can be mounted using the specified parameters such as server address and backup folder.
State Commands
Button Save Apply Cancel Description Saves the new settings and navigates to the System Backup page. Saves the new settings. Cancels the changes and navigates to the System Backup page.
Result
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Description
Backup server was verified successfully. null mount: mount to NFS server <IP address> failed: System Error: No route to host.
Note: If the backup schedule is reached and the previous backup operation is still in progress, the backup action is dropped till its next cycle allowing the backup in progress to complete.
State Commands
Button Save Apply Cancel Description Saves the new properties and navigates to the System Backup page. Saves the new properties. Cancels the changes and navigates to the System Backup page.
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Field
Description For example: For Linux, /opt/coreservices/dss, indicates that you want to backup the contents of dss folder located in the /opt/coreservices directory. For Windows, you can use forward slash (/), back slash (\), as well as the drive name in the path.
File
Name and the path of the file that you want to backup. You can specify the file name with file extension or with asterisk (*). For example, you can specify file names like *.xml or common.*.
Note: For Linux, verify that the avayavp and avayavpgroup linux users have the read permission for the folder and file that you want to backup. If you specify a valid folder name but the file field is empty, all the files from the specified folder are backed up. However, the subfolders are not considered for the back up. You cannot add duplicate entries. If you try to add the same details suffixed or prefixed with an extra space, that too is treated as a duplicate entry.
State Commands
Button Save Apply Cancel Add Delete Description Saves the new properties and navigates to the System Backup page. Saves the new properties. Cancels the changes and navigates to the System Backup page. Adds the new properties. Deletes the new properties.
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Important: If your primary Experience Portal server fails and cannot be recovered, you must first reinstall the EPM software on a new server. Then you can restore your Experience Portal database using the Database Restore utility. For details about the System Backup feature in EPM, see System Backup Overview on page 124.
Procedure
1. Log in to Linux on the Experience Portal primary EPM server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Navigate to the backup directory located in $AVAYA_HOME by entering the cd $AVAYA_HOME/Support/Database/DBbackup command. 3. Open the do_MntDrv script in an ASCII text editor.
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This file contains a sample mount drive command.bash MntDrive [type] [host
address] shared_dir [Windows_user] where
[type] is either linux or pc based on the type of back up server you are using. [host address] is the backup server name or IP address. shared_dir is the name of the shared directory on the backup server. For Linux, this must be the full path. For Windows, this must be the shared directory name. [Windows_user] is used only when the backup server is a Windows machine. Replace this parameter with the name of the Windows user that is authorized to access the database. The default is postgres. 4. Verify your backup server details. If you configure the Linux system voiceportal-linux-backup as the backup server and set up /misc/dbbackup as the shared directory in the System Backup>Backup Server EPM web page, verify the do_MntDrv script is as follows: bash MntDrive linux voiceportal-linux-backup /misc/ dbbackup If you configure the Windows XP system voiceportal-xp-backup as the backup server and set up c:\temp\EP_dbbackup as the shared directory in the System Backup>Backup Server EPM web page, verify the do_MntDrv script is as follows: bash MntDrive pc voiceportal-xp-backup VP_dbbackup postgres For example: bash MntDrive pc 148.147.46.89 VP_bu postgres. 5. Save and close the file if do_MntDrv is updated.
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11. If there is an application server installed on the system, restart the application server by entering the /sbin/service appserver start command. 12. If the hostname or IP address of the any server running the EPM or MPP software has changed since you created this database back up, see Hostname or IP address changes for Experience Portal servers on page 116. 13. Reconnect each MPP server with the EPM server as described in Reconnecting an existing MPP server with the EPM server on page 118. 14. Relink the EPM server with the MPP server as described in Reestablishing the link between the EPM and an MPP on page 107. 15. Reconnect the auxiliary EPM server with the primary EPM server as described in Relinking the primary and auxiliary EPM servers on page 102. 16. If you are restoring your Experience Portal database to a new server, you need to install a new license file on the server. For further information, see Installing the license file section in the Implementing Experience Portal on multiple servers or the Implementing Avaya Aura Experience Portal on single server guide. Note: This step is not required if you are using a remote WebLM. 17. To unmount the shared directory, enter the bash UmntDrive command.
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where: <ServerType> is linux or pc <ServerName> is the Hostname or IP address <BackupFolder> is the name of the share <User> is the account name 4. Run the following command: %AVAYA_HOME%\Support\Database\DBbackup\RestoreEPM.bat f <BackupLocation> where: <BackupLocation> is the directory that contains backup packages. For example, C:\Avaya\backup. The list of existing backup packages saved in the backup server is displayed. 5. Select the package for Experience Portal data restore. 6. Press Enter to continue. The script completes the restore process. 7. Restart the following services: AAEP Manager AAEP SNMP Agent 8. If the hostname or IP address of the server running the EPM software has changed since you created this database back up, update the database entries. 9. If EPM is reinstalled, relink EPM with each AMS: a) Release AMS from the EPM server. For more information, see Releasing Avaya Media Server from the EPM server. b) Log in to EPM Web interface. c) From the EPM main menu, select System Configuration > AMS Servers . d) On the AMS Servers page, click the name of the AMS you want to relink in the Name column. e) On the Change AMS Server page, click Save.
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Procedure
1. Make sure that the EPM is not currently downloading report data from the Media Servers. a) Log in to the EPM Web interface using an account with the Administration user role. b) From the MPP Service Menu, select System Configuration > Report Data. c) Go to the display text box in the Download Schedules group and make sure that no downloads are scheduled for the current time. 2. Log in to Linux on the primary or auxiliary EPM server. If you are an Avaya Services representative and are using Avaya Enterprise Linux, or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and enter the su - root command to change the user to sroot. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and enter the su - command to change the user to root. 3. Navigate to the Support/VP-Tools/SetDbPassword directory under the Experience Portal installation directory. Enter the cd $AVAYA_HOME/Support/VP-Tools command. $AVAYA_HOME is an environmental variable pointing to the name of the installation directory specified during the Experience Portal software installation. The default value is /opt/Avaya/ExperiencePortal. 4. To run the script:
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Enter the bash PurgeReportDataLocalDB command. Important: The system may take some time to purge the data depending on the amount of data in the database tables. If the script runs successfully, it returns a message stating that the data was purged from the database. Otherwise, it returns a message stating the problem that it encountered.
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Procedure
1. Insert the Experience Portal installation DVD into the DVD device of the server on which you want to create the database. 2. If you are using: Oracle, change to the Oracle support directory Support/ExternalDB/ Oracle/InstallScripts/. Postgres, change to the Postgres support directory Support/ExternalDB/ Postgres/InstallScripts/. Microsoft SQL, change to the SQL Server support directory /Support/ ExternalDB/MSSQL/InstallScripts/. 3. Use your database administration tool to run all of the scripts containing the database schema in the appropriate Support/ExternalDB directory. These scripts create the required tables in the external database. Note: For Oracle, the database user name for Experience Portal must be assigned CREATE TABLE and CREATE SESSION privileges for the database. For Microsoft SQL Server, the database user name for Experience Portal must be assigned SELECT, INSERT, UPDATE and DELETE privileges on all tables in the database.
Next steps
Connect your Experience Portal systems to the external database as described in Connecting the Experience Portal system to a shared external database on page 146
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Note: The amount of data available on each MPP depends on the settings for the fields in the Record Handling on MPP group on the MPP Settings page.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > EPM Server and click the Report DB Settings button. 3. Select the External radio button. 4. Enter the path to the external database in the URL field. A common URL format for Oracle connections is: jdbc:oracle:thin:@OracleServerName:1521:DBName A common URL format for Postgres is: jdbc:postgresql:// PostgresServerName:5432/DBName A common URL format for Microsoft SQL connections is: jdbc:sqlserver:// SQLServerName:1433;databaseName=DBName 5. Enter the name of the Java class that implements the JDBC API to the external database in the JDBC Driver field. For Oracle, the name is oracle.jdbc.driver.OracleDriver. For Postgres, the name is org.postgresql.Driver. For Microsoft SQL Server, the name is com.microsoft.sqlserver.jdbc.SQLServerDriver. 6. Enter the user name and password for the external database in the User Name and Password fields. 7. Click Apply at the bottom of the page.
Result
If Experience Portal: Can connect to the new database, the system scheduler begins saving all report data currently on all MPPs in that system into the external database. Cannot connect to the database, it displays an error message on the page. Experience Portal cannot write to the external database until you fix the error.
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Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > EPM Server and click the Report DB Settings button. 3. On theEPM Settings page, go to the Report Database group. 4. On the Report Database Settings page,select the Local radio button. 5. Click Apply at the bottom of the page.
Result
Experience Portal records all data in the local Experience Portal database from this point forward. It does not, however, delete any data from the external database. If you reconnect the system later, users can once again access the old data unless it has been purged.
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Performance records stored in the vpperformance table Session Detail Records (SDRs) stored in the sdr table System information such as the unique identifier for each Media Server associated with the Experience Portal system
Procedure
1. Make sure that the Experience Portal system whose data you want to purge is inactive. To do so: a) Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. b) From the EPM main menu, select Real-Time Monitoring > System Monitor and go to the Summary tab. c) Make sure the State column says Inactive. To change the system status to Inactive, disconnect the system from the shared external database. For more information, see Disconnecting the Experience Portal system from a shared external database on page 148 2. Log in to Linux on the primary or auxiliary EPM server. If you are an Avaya Services representative and are using Avaya Enterprise Linux, or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and enter the su - root command to change the user to sroot. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and enter the su - command to change the user to root. 3. Navigate to the Support/VP-Tools/SetDbPassword directory under the Experience Portal installation directory. Enter the cd $AVAYA_HOME/Support/VP-Tools command. $AVAYA_HOME is an environmental variable pointing to the name of the installation directory specified during the Experience Portal software installation. The default value is /opt/Avaya/ExperiencePortal. 4. To run the script: Enter the bash PurgeReportDataExtDB Ext_DB_URL JDBC_Driver Ext_DB_Username Ext_DB_Password EP_System_Name command. Where: Ext_DB_URL is the fully-qualified path to the external database. Note: The quotation marks are used around the first parameter when purging data from an external database. For example, the Ext_DB _URL parameter is surrounded with the quotation marks while running the script.
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JDBC_Driver is the name of the Java class that implements the JDBC API to the external database. Ext_DB_Username is the user name for the external database. Ext_DB_Password is the password for the external database. EP_System_Name is the name of an Inactive Experience Portal system. Note: The values specified for these parameters should match the values specified on the EPM Settings page in the EPM. Important: The system may take some time to purge the data depending on the amount of data in the database tables. If the script runs successfully, it returns a message stating that the data was purged from the database. Otherwise, it returns a message stating the problem that it encountered. For example, the script will return an error message if you specify the name of an active system or if the system name you specify does not exactly match one of the systems in the external database.
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Column Add
Description Opens the Add EPM Server page so that you can specify the location of the auxiliary EPM server, if one is configured for your system. Note: You can add one or more auxiliary EPM servers to the Experience Portal system.
Deletes the selected auxiliary EPM servers. Opens the EPM Settings page. Opens the Email Servers page.
Report DB Opens the Report Database Settings page. Settings Syslog Settings Privacy Settings Opens the Syslog Settings page. Opens the Privacy Settings page. Note: Privacy Settings is available in EPM only when the media server is MPP and when you log in to EPM with a Privacy Manager user role.
General section
Field Description
Experience The name of this Experience Portal system. Experience Portal displays this Portal Name name on the Summary tab of the System Monitor page.
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Description The number of backup logs to retain on the application server in case the application server cannot communicate with the Experience Portal database. Each log file can be up to 100MB in size. The number of failover logs determines how much data the server can send to the EPM when the connection is restored. If the number of failover logs is exceeded, the application server deletes the oldest log file and begins recording data in a new file. When that file is full, the application server deletes the oldest log file and opens a new file. This process is repeated until contact with the Experience Portal database is restored and the application server can write its logs to that database. The number of media server configuration changes that Experience Portal should save in the database. This value determines the number of entries on the <Media Server Name> Configuration History page.
Note: If the system is configured to use the local postgres database, the Call Data Handler (CDH) scheduler stops downloading report data from media server when the disk space on the EPM is below the configured high water alerting threshold.
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Description The user name to send to the Application Logging web service for Digest Authentication. Note: The user name must not contain the : character. You cannot use the same user name for both the Application Logging web service and the Application Interface web service.
The password associated with the specified user name. The associated password again for verification purposes.
Outcall section Note: The Outcall section is available in EPM only if the media server is MPP. User Name The user name to send to the Application Interface web service. Note: You cannot use the same user name for both the Application Logging web service and the Application Interface web service. Password Verify Password The password associated with the specified user name. The associated password again for verification purposes.
Miscellaneous group
Field License Reallocation Wait Time (minutes) Operational Grace Period (minutes) Description The number of minutes the system waits before reallocating the licenses from a media server that is out of service to other media servers in the system. Enter a whole number from 0 to 1440. The default is 10. The number of minutes Experience Portal waits for calls to complete before it terminates any remaining active calls, and: In case of MPP, begins stopping, rebooting, or halting an MPP In case of AMS, begins stopping an AMS Enter a whole number of minutes between 0 and 999 in this field. Important: Ensure that the grace period is long enough for the media server to complete any existing calls before it changes the operational states mentioned above.
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Description Besides Fatal alarms, which are always sent, the lowest level of events and alarms to be included in the tracing log that is sent to the EPM. The options are: Error: Fatal alarms and Error alarms are sent. Warning: Fatal alarms, Error alarms, and Warning events are sent. Info: All events and alarms are sent. Note: Selecting the Info option can cause performance problem as all events and alarms are sent from the media server to EPM.
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Procedure
1. On the primary EPM server, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Navigate to the bin directory under the EPM installation directory by entering the cd $AVAYA_EPM_HOME/bin command. $AVAYA_EPM_HOME is the environment variable pointing to the name of the installation directory specified during the EPM software installation. If Linux does not recognize this environment variable, see Reloading the Avaya Aura
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Experience Portal environment variables topic in the Implementing Avaya Aura Experience Portal on multiple servers guide or Implementing Avaya Aura Experience Portal on a single server guide. 3. If you want to view the contents of the current map file, enter the bash MPPmap.sh -l command. 4. If you want to view the online help for this script, enter the bash MPPmap.sh -h command.
Procedure
1. On the primary EPM server, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Navigate to the bin directory under the EPM installation directory by entering the cd $AVAYA_EPM_HOME/bin command. $AVAYA_EPM_HOME is the environment variable pointing to the name of the installation directory specified during the EPM software installation. If Linux does not recognize this environment variable, see Reloading the Avaya Aura Experience Portal environment variables topic in the Implementing Avaya Aura Experience Portal on multiple servers guide or Implementing Avaya Aura Experience Portal on a single server guide. 3. Run the connection script by entering the bash MPPssh.sh LDN_entry Username command, where: LDN_entry is the value stored in the Avaya Services database, including all formatting characters and quotation marks. Note: The LDN entry value must be in the format of a 10 digit telephone number including the formatting characters (, ), and -. This number must be enclosed in double quotes or a \ (backslash) must precede the open and close parentheses.
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For example, to use the MPPssh.sh script that logs on to the LDN entry (000)555-1212 using the Linux username myusername, you can enter any of the following: bash MPPssh.sh "(000)555-1212" myusername bash MPPssh.sh \(000\)555-1212 myusername Username is the initial user name to use when logging into the target system.
Procedure
1. Log in to Linux on the Voice Portal server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 2. Enter the afview command.
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SNMP agents
You can configure Avaya Aura Experience Portal to act as an SNMP agent so that a third party network management software can retrieve the Avaya Aura Experience Portal system status. An SNMP agent is a software module that resides on a device, or node, in an SNMP-managed network. The SNMP agent collects and stores management information and makes this information available to SNMP managers . SNMP agent communication can be: Solicited by an SNMP manager. Initiated by the SNMP agent if a significant event occurs. This type of communication is called an SNMP trap . The commands and queries that the SNMP agent can use, along with information about the target objects that the SNMP agent can interact with using these commands and queries, is stored in a Management Information Base (MIB) that resides on the managed device.
SNMP traps
An SNMP trap is an unsolicited notification of a significant event from an SNMP agent to an SNMP manager. When an internal problem is detected, the SNMP agent immediately sends one of the traps defined in the MIB. Important: If you configure Avaya Aura Experience Portal to send SNMP traps, you must configure the appropriate SNMP managers to receive those traps.
SNMP managers
SNMP managers collect information from SNMP agents. SNMP managers are usually used to display status information in a type of graphical user interface (GUI). For Avaya Aura Experience Portal, the SNMP manager can be an Avaya Services Security Gateway (SSG) or a Network Management System (NMS) station such as HP OpenView or IBM Tivoli. SNMP traps sent to the Avaya SSG contain specific information that generates Initialization and Administration System (INADS) notifications, which in turn generate customer trouble tickets.
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Note: You can only configure the Avaya Aura Experience Portal SNMP agent and SNMP trap destinations if you are an administrator.
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Procedure
1. Log in to the EPM Web interface using an account with the Administration user role.
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2. From the EPM main menu, select System Configuration > SNMP. 3. On the SNMP page, click the SNMP manager IP address or hostname in the IP Address/Hostname column. 4. On the Change SNMP Trap Configuration page, select No in the Enable field. 5. Click Save.
Next steps
When you test your SNMP traps, Experience Portal automatically generates an alarm. You should retire this alarm as soon as possible so that it does not get confused with a real SNMP trap alarm.
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4. Click Delete.
Note: The following columns are displayed only if you add an SNMP Trap.
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Description Indicates which SNMP traps you want to delete. The IP address or fully qualified domain name of the SNMP manager that receives the SNMP traps. To change settings for an SNMP trap configuration, click the name or address in this field. Experience Portal opens the Change SNMP Trap Configuration page. Whether this SNMP trap is active. The options are: SSG/SAL: Experience Portal sends SNMP traps to an Avaya Services Security Gateway (SSG)/Secure Access Link (SAL). Note: Experience Portal sends only Initialization and Administration System (INADS) traps to the SSG. NMS: Experience Portal sends SNMP traps to a customerprovided Network Management System (NMS). Note: The Experience Portal system does not send INADS traps to the NMS.
Enable Device
Transport Protocol
The options are: UDP: The transport protocol is set to User Datagram Protocol (UDP). TCP: The transport protocol is set to Transmission Control Protocol (TCP).
The port number the Experience Portal system uses to send SNMP traps. The options are: Trap: Experience Portal sends notifications with the SNMP trap command. Inform: Experience Portal sends notifications with the SNMP inform command.
SNMP Version
The options are: 1: The SNMP agent uses SNMP Version 1 to send notifications. 2c: The SNMP agent uses SNMP Version 2c to send notifications. 3: The SNMP agent uses SNMP Version 3 to send notifications.
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Description The character string the Experience Portal SNMP agent uses as the identification name for the configuration. If the SNMP Version field is set to 3, this can be: None: The system performs no authentication and you cannot use an Authentication Password. If you select this option, you must also set the Privacy Protocol field to None. MD5: Authentication is performed using the Message Digest 5 (MD5) protocol. This is the default. SHA: Authentication is performed using the Secure Hash Algorithm (SHA) protocol.
Privacy Protocol
If the SNMP Version field is set to 3, this can be: None: The system performs no message encryption and you cannot set a Privacy Password. You must select this option if the Authentication Protocol field is set to None. DES: The Data Encryption Standard (DES) protocol is used to encrypt SNMP Version 3 messages. AES128: The Advanced Encryption Standard 128 (AES128) protocol is used to encrypt SNMP Version 3 messages. This is the default. AES192: The Advanced Encryption Standard 192 (AES192) protocol is used to encrypt SNMP Version 3 messages. AES256: The Advanced Encryption Standard 256 (AES256) protocol is used to encrypt SNMP Version 3 messages.
Authentication Password
If the Authentication Protocol field is set to something other than None, the password that the system uses to authenticate SNMP Version 3 messages. The password must contain at least 8 alphanumeric characters.
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This page contains the: SNMP Version 1 group on page 166 SNMP Version 2c group on page 166 SNMP Version 3 group on page 166 Authorized for SNMP Access group on page 167 Transport Protocol group on page 167 Port Number group on page 167
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Field
Description
Authenticati Enter a character string to be used as the authentication password for SNMP on Version 3 messages. Password This password must either be blank or contain at least 8 alphanumeric characters. If you leave it blank, then you must also leave the Privacy Password field blank as well. Privacy Password Enter a character string to be used as the privacy password for SNMP Version 3 messages. This password must either be blank or contain at least 8 alphanumeric characters.
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Description
SSG/SAL: Experience Portal sends SNMP traps to an Avaya Services Security Gateway (SSG)/Secure Access Link (SAL). Note: Experience Portal sends only Initialization and Administration System (INADS) traps to the SSG. NMS: Experience Portal sends SNMP traps to a customer-provided Network Management System (NMS). Note: The Experience Portal system does not send INADS traps to the NMS. The default is SSG/SAL. Transport Protocol The options are: UDP: The transport protocol is set to User Datagram Protocol (UDP). TCP: The transport protocol is set to Transmission Control Protocol (TCP). The default is UDP. IP Address/ Hostname Port Notification Type The IP address or fully qualified domain name of the SNMP manager that receives the SNMP traps. The port number the Experience Portal system uses to send SNMP traps. The default is 162. The options are: Trap: Experience Portal sends notifications with the SNMP trap command. The receiver does not verify that the command was received. This notification type can be used with all versions of SNMP. Inform: Experience Portal sends notifications with the SNMP inform command. This option can be used only with SNMP versions 2c and 3. When an SNMP manager receives an SNMP message with the inform command, the SNMP manager sends a response back to the SNMP agent indicating that it received the notification. The default is Trap. SNMP Version The options are: 1: The SNMP agent uses SNMP Version 1 to send notifications. 2c: The SNMP agent uses SNMP Version 2c to send notifications. 3: The SNMP agent uses SNMP Version 3 to send notifications.
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Description
The character string the Experience Portal SNMP agent uses as the identification name for the configuration. For devices configured to use SNMP Version 1 or 2c, this string is used as the Community Name. For devices configured to use SNMP Version 3, this string is used as the Security Name. You cannot leave this field blank or use the strings public or private.
Authenticati If the SNMP Version field is set to 3, this can be: on Protocol None: The system performs no authentication and you cannot use an Authentication Password. If you select this option, you must also set the Privacy Protocol field to None. MD5: Authentication is performed using the Message Digest 5 (MD5) protocol. This is the default. SHA: Authentication is performed using the Secure Hash Algorithm (SHA) protocol. Authenticati If the Authentication Protocol field is set to something other than None, on the password that the system uses to authenticate SNMP Version 3 Password messages. The password must contain at least 8 alphanumeric characters. Privacy Protocol If the SNMP Version field is set to 3, this can be: None: The system performs no message encryption and you cannot set a Privacy Password. You must select this option if the Authentication Protocol field is set to None. DES: The Data Encryption Standard (DES) protocol is used to encrypt SNMP Version 3 messages. AES128: The Advanced Encryption Standard 128 (AES128) protocol is used to encrypt SNMP Version 3 messages. This is the default. AES192: The Advanced Encryption Standard 192 (AES192) protocol is used to encrypt SNMP Version 3 messages. AES256: The Advanced Encryption Standard 256 (AES256) protocol is used to encrypt SNMP Version 3 messages. Note: For the AES192 or AES256 options, the system must be configured for a high encryption level. These options are not enabled during a standard OS installation and are controlled under U.S. federal export laws. The default is AES128. Privacy Password If the Privacy Protocol field is set to something other than None, the password that the system is to use for encrypted SNMP Version 3 messages.
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Column
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Description This notification type can be used with all versions of SNMP. Inform: Experience Portal sends notifications with the SNMP inform command. This option can be used only with SNMP versions 2c and 3. When an SNMP manager receives an SNMP message with the inform command, the SNMP manager sends a response back to the SNMP agent indicating that it received the notification. The default is Trap.
SNMP Version
The options are: 1: The SNMP agent uses SNMP Version 1 to send notifications. 2c: The SNMP agent uses SNMP Version 2c to send notifications. 3: The SNMP agent uses SNMP Version 3 to send notifications. The default is 3.
Security Name
The character string the Experience Portal SNMP agent uses as the identification name for the configuration. For devices configured to use SNMP Version 1 or 2c, this string is used as the Community Name. For devices configured to use SNMP Version 3, this string is used as the Security Name. You cannot leave this field blank or use the strings public or private.
Authenticati If the SNMP Version field is set to 3, this can be: on Protocol None: The system performs no authentication and you cannot use an Authentication Password. If you select this option, you must also set the Privacy Protocol field to None. MD5: Authentication is performed using the Message Digest 5 (MD5) protocol. This is the default. SHA: Authentication is performed using the Secure Hash Algorithm (SHA) protocol. Authenticati If the Authentication Protocol field is set to something other than None, on the password that the system uses to authenticate SNMP Version 3 Password messages. The password must contain at least 8 alphanumeric characters. Privacy Protocol If the SNMP Version field is set to 3, this can be: None: The system performs no message encryption and you cannot set a Privacy Password. You must select this option if the Authentication Protocol field is set to None. DES: The Data Encryption Standard (DES) protocol is used to encrypt SNMP Version 3 messages. AES128: The Advanced Encryption Standard 128 (AES128) protocol is used to encrypt SNMP Version 3 messages. This is the default.
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Column
Description AES192: The Advanced Encryption Standard 192 (AES192) protocol is used to encrypt SNMP Version 3 messages. AES256: The Advanced Encryption Standard 256 (AES256) protocol is used to encrypt SNMP Version 3 messages. Note: For the AES192 or AES256 options, the system must be configured for a high encryption level. These options are not enabled during a standard OS installation and are controlled under U.S. federal export laws. The default is AES128.
Privacy Password
If the Privacy Protocol field is set to something other than None, the password that the system is to use for encrypted SNMP Version 3 messages. The password must contain at least 8 alphanumeric characters.
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Data storage
The Avaya Aura Experience Portal system is designed so that all persistent data is stored on the primary EPM server. For example, all configuration information is stored on the primary EPM server and downloaded to the MPP when required.
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Any persistent data created on the MPP server is uploaded to the EPM either on-demand or through scheduled jobs. For example: The EPM regularly polls the MPP server's status. Event and alarm data is delivered to the EPM on demand. Report data, including Call Detail Records (CDRs) and Session Detail Records (SDRs), are delivered to the EPM according to a schedule that you administer. The MPP has additional data that can be used for debugging, but is not required to be persistent. For example: Trace data and MPP-specific log files. Session transcriptions and utterances.
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In the Event Level Threshold to Send to EPM drop-down list, select the lowest level of events to be included in the performance tracing log that is sent to the EPM. 3. To set the trace level parameters: a) From the EPM main menu, select System Configuration > MPP Servers. b) On the MPP Servers page, click MPP Settings. c) On the MPP Settings page, click the Categories and Trace Levels section header to view the complete table of options. d) Select the performance trace level you want to use as the default for each component. You can select Off, Fine, Finer, or Finest. Important: Performance tracing is a valuable troubleshooting tool, but it can adversely impact Experience Portal system performance if you set all categories to Finest on a busy production system. If you need to troubleshoot a particular area, you must set specific categories to Fine and examine the resulting output to see if you can locate the issue. If not, set the level to Finer and repeat the process. If you still need more data, then set the level to Finest and keep a close watch on system resource usage.
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Servers but leaves it on the <System name> Details tab until the ports allocated to the MPP server can be reassigned.
Adding an MPP
Procedure
1. Log in to the EPM Web interface. If Avaya Services is maintaining this system and you are an Avaya Services representative, log in to the EPM using the init EPM account created during the EPM software installation. Otherwise, log in to the EPM using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > MPP Server. 3. On the Add MPP Server page, click Add. 4. On the first Add MPP Server page, enter the appropriate information and click Continue.
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Changing an MPP
5. On the second Add MPP Server page, enter the appropriate information and click Save. If you logged in using the init account, make sure you enter the appropriate LDN number for the server in the LDN field. If you do not specify an LDN number, Experience Portal uses the default value (000)000-0000. Note: Make sure you verify the security certificate displayed in the click the MPP Certificate section and then check the Trust new certificate check box. You cannot save the MPP unless this check box has been selected.
Changing an MPP
About this task
You can change all MPP options except the name of the MPP.
Procedure
1. Log in to the EPM Web interface. If Avaya Services is maintaining this system and you are an Avaya Services representative, log in to the EPM using the init EPM account created during the EPM software installation. Otherwise, log in to the EPM using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > MPP Server. 3. On the MPP Servers page, click the name of the MPP you want to reconfigure in the Name column. 4. On the Change MPP Server page, enter the appropriate information and click Save. If you logged in using the init account, make sure that the LDN number specified in the LDN field matches the information in the Avaya Services database for this server.
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is running. For assistance in sizing your MPP server capacity and setting the correct value for the Maximum Simultaneous Calls parameter for each MPP server, contact your Avaya Services representative or Avaya Business Partner. When configuring your Avaya Aura Experience Portal system, make sure that you have enough MPP servers to handle the telephony ports that you purchase. Ideally, you should have enough reserve capacity so that when one MPP server goes out of service, all of your telephony ports can be handled by the remaining MPP servers. You must have enough MPP servers so that the sum of the maximum simultaneous calls is larger than the number of configured ports. For example, if your Avaya Aura Experience Portal system needs to handle 400 simultaneous calls, you must purchase 400 telephony port licenses and configure a sufficient number of MPP servers to run that many simultaneous calls. If your Avaya Services representative or Avaya Business Partner determines that each one of your MPP servers can handle a maximum of 100 simultaneous calls, you could configure: 4 MPP servers, each with the Maximum Simultaneous Calls parameter set to 100. When Avaya Aura Experience Portal initializes, it distributes the 400 available telephony ports across the 4 servers so that each server is running at the maximum capacity of 100 calls each and the entire system can process 400 simultaneous calls. In this configuration there is no failover capability. If an MPP goes out of service, Avaya Aura Experience Portal cannot reassign the ports because the other 3 servers are already running 100 simultaneous calls. This means that the total number of simultaneous calls the system can handle drops to 300. 5 MPP servers, each with the Maximum Simultaneous Calls parameter set to 100. When Avaya Aura Experience Portal initializes, it distributes the 400 available telephony ports across the 5 servers so that each server is assigned 80 telephony ports and the entire system can process 400 simultaneous calls. In this configuration, if an MPP goes out of service, Avaya Aura Experience Portal can reassign the 80 ports to the other 4 servers, bringing those 4 servers up to their maximum capacity of 100 ports. The entire system remains capable of processing 400 simultaneous calls. If desired, you can add up to 30 MPP servers to a single Avaya Aura Experience Portal system, and that system can handle up to 5,000 telephony ports. You can also link several Avaya Aura Experience Portal systems together through an external database. When the systems are combined, they can handle a maximum of 10,000 telephony ports.
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Online
Test
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5. When you have finished setting the operational mode, click Refresh to ensure the mode is now what you expect.
Degraded
Halting
Never Used The MPP has never successfully responded to a heartbeat request.
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State
Description New MPPs start to receive heartbeat requests during the next polling interval after they have been configured. This state occurs when an MPP has either not yet been sent a heartbeat request after it was added or the MPP did not respond to the heartbeat request.
The MPP is not responding to heartbeat requests and it has not received a Restart or Halt command. You should manually check the MPP server machine. The MPP is responding to heartbeats but is not taking new calls. Avaya Aura Experience Portal reboots the corresponding server machine after all calls in progress are completed or the grace period ends, whichever comes first. The MPP has encountered a problem and is attempting to recover. This state is most often reached when the MPP has encountered a problem that it cannot recover from and it requires a manual restart. However, it may also appear for an MPP when the EPM software has been upgraded and the MPP software has not. In that case, the state should update automatically when you upgrade the MPP software. The MPP is responding to heartbeat requests and is accepting new calls. The MPP is responding to heartbeats but not taking new calls because it is transitioning from the Stopped state to the Running state. The MPP is responding to heartbeats but is not taking new calls. The MPP enters this state while it initializes after it restarts or when a Stop command is received. Avaya Aura Experience Portal will restart the MPP automatically if the MPP: Stopped unexpectedly and the Auto Restart option is selected for that MPP. In this case, Avaya Aura Experience Portal restarts the MPP immediately. Has a specified restart schedule. In this case, Avaya Aura Experience Portal restarts the MPP when the scheduled restart time arrives whether the MPP stopped because of an explicit Stop command or because the MPP encountered a problem and was not configured to restart automatically.
Stopping
The MPP is responding to heartbeats but is not taking new calls. Avaya Aura Experience Portal stops the corresponding server machine after all calls in progress are completed or the grace period ends, whichever comes first.
Related topics: Checking the operational state for one or more MPPs on page 182 Changing the operational state for one or more MPPs on page 183
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Stopping: The MPP is responding to heartbeats but is not taking new calls.
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Software Upgrade
Software Upgrade overview
The Software Upgrade page in Experience Portal allows you to upgrade the software version of the MPPs running on your Experience Portal system. The Software Upgrade page lists only those software versions which have the .iso image set in the $AVAYA_IA_HOME/download directory. Before you start the upgrade process from the Software Upgrade page in EP, make sure you: Execute the /opt/Avaya/InstallAgent/bin/DownloadPK.bash <EPM_Hostname, or EPM IP address> command on the MPPs to authorize the software upgrades through EPM. For more information see the Authorizing the EPM to upgrade the MPP section in the Implementing Avaya Aura Experience Portal on multiple servers guide. Set the .iso image of the updated software versions in the $AVAYA_IA_HOME/ download directory. Have a corresponding .sig for every .iso image. Note: Delete files from the $AVAYA_IA_HOME/download directory when they are not required.
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Software Upgrade
Field
Version Description Note: If there is no Selection check box next to an MPP, it can be because: The user does not have the permission to upgrade an MPP. There is no .iso image available in the $AVAYA_IA_HOME/ download directory. An MPP is already being upgraded. The MPP version is not Avaya Aura Experience Portal 5.0 or higher. The MPP is on the same server as the primary EPM. If you select all MPPs, the upgrade process skips MPPs which meet any of the conditions mentioned above.
The name of the MPP. The MPP operational mode. The options are: Online: The MPP is available to handle normal call traffic. Offline: The MPP is unavailable to handle any calls and is not being polled by the EPM server. Test: The MPP is available to handle calls made to one of the defined H.323 maintenance stations. Tip: To view the date and time that this mode was first reached, hover the mouse over this column.
State
The operational state of the MPP. Tip: To view the date and time that this state was first reached, hover the mouse over this column.
Config
The MPP configuration state. The options are: Need ports: The MPP has been configured and is waiting for ports to be assigned None: The MPP has never been configured OK: The MPP is currently operating using the last downloaded configuration
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Field
Version Description Restart needed: The MPP must be restarted to enable the downloaded configuration Reboot needed: The MPP must be rebooted to enable the downloaded configuration
Active Calls
This field displays: In: The number of active incoming calls in the system Out: The number of active outgoing calls in the system
The MPP version. The MPP upgrade status. The options are: Upgrade Pending: The MPP is selected for an upgrade and is waiting for the upgrade process to start. Upgrade Not Needed: The current version of the MPP is higher than the requested upgrade version. Upgrade Not Requested: The MPP is not selected for upgrade. Upgrade Not Possible: Requested version of upgrade is not supported. Downloading: The requested upgrade version is in the process of downloading. During this process, the MPP continues to be in the Running state. Downloaded: Download process is complete and the MPP is waiting for upgrade. Recovery Needed: The upgrade process is interrupted before completion. Note: This upgrade status is typically displayed when the EPM server reboots while the MPP is being upgraded. The upgrade of this MPP continues while the EPM is out of service. However, you must restart the upgrade process for any other MPPs that still needs to be upgraded. Upgrade In Progress: The MPP upgrade is in progress. Once this process starts: The MPP State changes to Stopped The MPP is out of service and the MPP mode changes to Upgrading Completed Successfully: The MPP upgrade is completed successfully.
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Software Upgrade
Field
Version Description Failed: The MPP upgrade process is unsuccessful. Note: If there is a problem in upgrading an MPP, the upgrade for all MPPs is stopped. The other MPPs continue to run the software version they had prior to the start of the upgrade. For more information on the upgrade error, you can use the Log Viewer page. Cancelled: The MPP upgrade process is cancelled.
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Procedure
1. Log in to the EPM Web interface. If Avaya Services is maintaining this system and you are an Avaya Services representative, log in to the EPM using the init EPM account created during the EPM software installation. Otherwise, log in to the EPM using an account with the Administration user role. 2. From the EPM main menu, select System Management > Software Upgrade. 3. Click the Selection check box in the first column header of the MPP server table to select all MPP servers. Note: The upgrade process skips an MPP if: The user does not have the permission to upgrade an MPP. There is no .iso image available in the $AVAYA_IA_HOME/download directory. An MPP is already being upgraded. The MPP version is not Avaya Aura Experience Portal 5.0 or higher. The MPP is on the same server as the primary EPM. 4. Select the required upgrade version in the New Version field. Note: Only those versions are available for selection which have the .iso image set in the directory $AVAYA_IA_HOME/download (default = /opt/Avaya/InstallAgent/ download). 5. Click Upgrade in the State Commands group and confirm your selection when prompted. Experience Portal upgrades the MPP servers. This process can take several minutes depending on how many servers there are in your system. Note: The selection boxes are greyed out and you cannot start another upgrade until the current one completes.
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Software Upgrade
6. After a few minutes, click Refresh and verify that, for all MPP servers, the: Mode is Online. State is Running. Config is OK. 7. Check that the version numbers are correctly allocated to the MPP servers by verifying the Current Version column.
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Note: The selection boxes are greyed out and you cannot start another upgrade until the first one completes. 6. After a few minutes, click Refresh and verify that the: Mode is Online. State is Running. Config is OK. 7. Check that the version number is correctly allocated to the MPP server by verifying the Current Version column.
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b) On the Port Distribution page, examine the Mode and State columns.
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3. On the MPP Manager page, use the Selection check box in the MPP server table to select the MPP servers you want to restart. Tip: To restart all MPP servers, click the Selection check box in the header row of the MPP server table. 4. If you selected multiple servers, in the Restart/Reboot Options group, select either One server at a time or All selected servers at the same time. 5. Click Restart in the State Commands group. 6. Confirm that you want to restart the selected MPP servers when prompted. 7. After the grace period for the MPP servers has expired, click Refresh to ensure that the servers are restarting.
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Make sure that at least one H.323 station has been defined as a maintenance number as described in Defining maintenance stations for an H.323 connection on page 49.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > Applications. 3. On the Applications page, look at the Launch column and make sure that at least one speech application is specifically associated with the maintenance stations defined for the H.323 connection. 4. If no application is assigned to handle the maintenance stations: Add a new application as described in Adding a speech application to Experience Portal on page 252, making sure that you specify the maintenance stations in the Application Launch group on the Add Application page. Change an existing application so that it is specifically associated with the maintenance station as described in Changing speech application settings through Avaya Aura Experience Portal on page 253, making sure that you specify the maintenance stations in the Application Launch group on the Change Application page.
Procedure
1. Log in to the EPM Web interface using an account with the Administration or Operations user role. 2. From the EPM main menu, select System Management > MPP Manager. 3. On the MPP Manager page, use the Selection check box in the MPP server table to select the MPPs you want to test. If you select multiple MPPs, keep in mind that the number of available test ports is equal to the number of defined maintenance numbers. If you put more MPPs into
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Test mode than you have defined maintenance numbers, some of the MPPs will not be assigned a port and therefore will not be tested. 4. If any of the MPPs are running: a) In the State Commands group, click Stop and confirm your selection when prompted. b) After allowing the MPP to finish processing, click Refresh to ensure that the state is Stopped. c) Use the appropriate Selection check boxes to reselect the MPPs you want to test. 5. In the Mode Commands group, click Test. 6. Click Refresh to ensure the Mode is now Online. 7. Use the appropriate Selection check boxes to reselect the MPPs you want to test. 8. In the State Commands group, click Start or Restart and confirm your selection when prompted. Experience Portal assigns a Test mode port to each MPP as soon as it starts. If the number of MPPs currently in Test mode is: Less than or equal to the number of defined maintenance stations, Experience Portal assigns one Test mode port to each MPP. Greater than the number of defined maintenance stations, Experience Portal randomly assigns the associated Test mode ports to a subset of the selected MPPs. To determine which MPPs were selected, see Viewing telephony port distribution on page 37. 9. Initiate a call using a unique maintenance station for each MPP you placed in Test mode. 10. Verify the results of each call using the Experience Portal reports and MPP logs for additional information if needed. 11. When you have finished testing: a) Use the appropriate Selection check boxes to reselect the MPPs you want to put into Online mode. b) In the State Commands group, click Stop and confirm your selection when prompted. c) After allowing the MPP to finish processing, click Refresh to ensure that the State is Stopped. d) Use the appropriate Selection check boxes to reselect the MPPs. e) In the Mode Commands group, click Online. f) Use the appropriate Selection check boxes to reselect the MPPs. g) In the State Commands group, click Start or Restart and confirm your selection when prompted. h) Click Refresh to ensure the Mode is now Online and the State is Running.
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Description Displays the Active Sessions page, which shows details about all sessions running on the MPP. Displays the Applications page, which shows details about all applications running on the MPP. Displays the Application Statistics page, which shows statistics for all applications running on the MPP. Displays the Certificates page, which displays a list of the certificates available on the MPP. Displays the Configuration page, which shows the configuration file for this MPP. Displays the Diagnostics page, which lets you: Check the connectivity between the MPP and the other servers in the Experience Portal system. Create a compressed file containing the logs stored on this MPP. View process messages. View the current and previous version of the MPP software installed on this server.
Logs Resources
Displays the Log Directories page, which shows the logs created on the MPP. Displays the Resources page, which shows a summary of the Automatic Speech Recognition (ASR), Text-to-Speech (TTS), and telephony resources are being used by the applications running on the MPP. Displays the ASR Resources page, which displays details about the ASR resources being used by the MPP. Displays the TTS Resources page, which displays details about the TTS resources being used by the MPP. Displays the Speech Servers page, which displays the status of the speech servers available to the MPP. Displays the Telephony Resources page, which displays details about the telephony resources being used by the MPP. Displays the Networking page, which displays details about the telephony resources being used by the MPP. Displays the Users page, which shows the EPM user accounts that have the Administration user role and are therefore authorized to access the MPP Service Menu.
Networking Users
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Related topics: Logging in to the MPP Service Menu on page 199 Using the MPP Service Menu with a proxy server on page 199
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select Real-Time Monitoring > System Monitor. 3. Go to the <System name> Details tab on the System Monitor page, where <System Name> matches the name of the Experience Portal system that contains the MPP whose MPP Service Menu you want to access. 4. Click the name of an MPP in the Server Name column. 5. On the <MPP name> Details page, click Service Menu in the Miscellaneous group at the bottom of the second column. If the EPM does not automatically open the MPP Service Menu, there may be a problem with the proxy server settings. For details, see Using the MPP Service Menu with a proxy server on page 199.
Procedure
1. Open Internet Explorer. 2. Select Tools > Internet Options > Connections. 3. Click LAN Settings, then click Advanced.
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4. In the Exceptions text box, enter the host addresses of the MPP whose MPP Service Menu you want to access. You can use the * (asterisk) wildcard to specify multiple MPPs with similar addresses. Tip: To determine the host address of a particular MPP, look at the <MPP name> Details for that MPP. To view the host addresses for all MPPs, from the EPM main menu, select System Configuration > MPP Server. 5. When you are done, click OK three times to close the Proxy Settings dialog, the LAN Settings dialog, and the Internet Options dialog.
Next steps
Log into the MPP Service Menu as described in Logging in to the MPP Service Menu on page 199.
Procedure
1. Install the target drive or create the target partition as described in your operating system documentation. Important: Do not create the new directory on this drive or partition, as the script will fail if the directory already exists. The drive or partition must be local to the MPP server and it must contain either 2 GB of free space or be at least as large as the current $AVAYA_MPP_HOME/logs directory, whichever value is greater. Tip: For a good tutorial about creating a partition, see http://tldp.org/HOWTO/ html_single/Partition/. 2. If you created a new partition, add an entry for the partition in the /etc/fstab file so that it is automatically mounted when the system is booted. If the partition for the directory will only host the Experience Portal log directory, you can improve security by setting its properties in the /etc/fstab file to rw,nosuid,noexec,auto,nouser,async,noatime,nodev. For more
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information about these options, see http://www.faqs.org/docs/securing/ chap5sec45.html. 3. Log in to the EPM Web interface using an account with the Administration or Operations user role. 4. Stop the MPP whose logs you want to move: a) From the EPM main menu, select System Configuration > MPP Server. b) On the MPP Servers page, click the Selection check box next to the name of the MPP you want to stop. c) Click Stop in the State Commands group d) Confirm the action when requested. e) Wait until the operational state becomes Stopped. To check this, click Refresh and look at the State field. Note: The operational state changes when the last active call completes or the grace period expires, whichever comes first. 5. Log in to Linux on the Experience Portal MPP server. If you are an Avaya Services representative, and are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and then change the user to sroot by entering the su - sroot command. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and then change the user to root by entering the su - command. 6. Enter the bash mppMoveLogs.sh [-logdir directory_name] command, where -logdir directory_name is an optional parameter specifying the directory name that you want to use. If you do not specify this parameter on the command line, the script prompts you for the directory name during execution. If the directory you specify already exists, the script returns an error message and fails. This ensures that no existing files will be overwritten by the script. When the script completes successfully, all of the current logs will reside in the new location, and all future logs will be stored in the new location. 7. Restart the MPP: a) From the EPM main menu, select System Configuration > MPP Server. b) On the MPP Servers page, click the Selection check box next to the name of the MPP you want to start. c) Click Start in the State Commands group
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d) Wait until the operational state becomes Running. To check this, click Refresh and look at the State field.
Host Address
Continue
General section
Field Name Description The name you entered on the first Add MPP page.
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Field
Host Address
The network address, or location, of the computer on which the MPP server resides. The EPM uses this address to communicate with the MPP server. This address can be a fully qualified domain name or an IP address, but the address must be unique on this Experience Portal system and the machine must already have the MPP software installed on it. You cannot use any of the following hostnames: 127.0.0.1, localhost, or localhost.local.domain. Important: If you entered an incorrect host address on the first Add MPP page, Experience Portal displays an error message in red next to this field. You must correct this error before you can save the new MPP.
The IP address the telephony servers must use to communicate with the MPP. To use the IP address associated with the address in the Host Address field, enter <Default> in this field. The IP address the speech proxy servers must use to communicate with the MPP when processing ASR and TTS requests. Tip: This address is usually the same as the host IP address. To use the IP address associated with the address in the Host Address field, enter <Default> in this field.
The IP address the application servers must use to communicate with the MPP. Tip: This address is usually the same as the host IP address. To use the IP address associated with the address in the Host Address field, enter <Default> in this field.
The maximum number of calls that this MPP can handle at any one time. It is equivalent to the maximum number of ports that Experience Portal will allocate to this MPP. Enter an integer in this field. Note: For assistance in sizing your MPP server capacity and setting the correct value for the Maximum Simultaneous Calls parameter for each MPP server, contact your Avaya Services representative or Avaya Business Partner. For more information, see MPP server capacity on page 177.
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Field
Description
Restart The options are: Automatical Yes: If the MPP stops unexpectedly, Experience Portal brings it back ly online automatically. No: If the MPP stops, it must be manually restarted. Note: This option also affects an MPP that has received an explicit Reboot or Halt command. For details about issuing a Halt command, see Changing the operational state for one or more MPPs on page 183 Listed Directory Number (LDN) This field is only shown when you are logged into the EPM using the Avaya Services init account created when the Avaya Service accounts were configured. If you are logged into the EPM using the init account, enter the LDN number for this server as it appears in the Avaya Services database. If an LDN number is not specified for this server, Experience Portal uses the default value (000)000-0000.
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Description
Trace level The options are: settings radio Use MPP Settings: The MPP uses the default settings for all MPPs set buttons on the MPP Settings page. Custom: The MPP uses the trace level settings in the table in this section. Note: If you want to set any of the trace levels, you must select the Custom radio button first. Off Fine Finer Finest ASR Sets trace logging for all categories to off. Sets trace logging for all categories to fine. Sets trace logging for all categories to finer. Sets trace logging for all categories to finest. The amount of trace logging done on the Automatic Speech Recognition (ASR) server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for Call Control eXtensible Markup Language (CCXML). Select Off, Fine, Finer, or Finest. The amount of trace logging for the Event Manager. This component collects events from other MPP processes and sends them to the network log web service on the EPM. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Media End Point Manager. This trace component controls the logging for the media endpoint interface in the MediaManager process. The media endpoint interface controls the RTP (audio, video) flow through the MediaManager and to the external servers. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Media Manager. This trace component controls the logging for the start and shutdown of the MediaManager process. Select Off, Fine, Finer, or Finest.
Media Manager
Media Video The amount of trace logging done for the Media Video Manager. Manager This trace component controls the logging for the video interface in the MediaManager process. The video interface handles:
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Description
Downloading of any files (.txt, .jpg, .3pg and so on.) referenced in the Synchronized Multimedia Integration Language (SMIL) from the application server Rendering video based on the video configuration from EPM and commands from SessionManager Note: SMIL parsing is done in SessionManager and low level video commands are sent to this component. Select Off, Fine, Finer, or Finest. MPP System Manager MRCP Reporting Session Manager Telephony Trace Logger The amount of trace logging done for the MPP System Manager. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the speech proxy server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Call Data Handler (CDH). Select Off, Fine, Finer, or Finest. The amount of trace logging done for the MPP Session Manager. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the telephony server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Web Service Trace. The Trace Logger uploads the MPP traces requested by the trace client that runs on EPM. This trace component controls the logging for the activities of trace retrieval in the Trace Web Service. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the Text-to-Speech (TTS) server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Avaya Voice Browser (AVB) client. This component connects the Voice eXtensible Markup Language (VoiceXML) interpreter to the MPP. Its logs: Indicate the progress of VoiceXML execution and any exceptions or errors from VoiceXML documents Contain the status and errors from platform initialization and interpreter initialization Select Off, Fine, Finer, or Finest.
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Description
The amount of trace logging done for the AVB INET. This component manages: Downloading content such as VoiceXML and prompts from the application server Storing this content in the local VoiceXML interpreter cache Select Off, Fine, Finer, or Finest.
The amount of trace logging done for the AVB interpreter. This component parses and interprets the VoiceXML commands and controls the flow of the application based on Dual-tone multi-frequency (DTMF) or recognition results. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB Javascript Interface. This component perform the ECMAScript execution from the VoiceXML documents. Its logs contain the status of script execution and any ECMAScript semantic errors. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB. This component is the interface to the platform module that performs VoiceXML element execution. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB. This component handles messages from the MPP vxmlmgr process, the wrapper for the VoiceXML interpreter. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB prompt. This component controls queuing, converting, and playing prompts. Select Off, Fine, Finer, or Finest.
Voice Browser Java Script Interface Voice Browser Object Voice Browser Platform Voice Browser Prompt
Voice The amount of trace logging done for the AVB recognition function. Browser This component controls queuing, loading, and unloading grammars. Recognition Select Off, Fine, Finer, or Finest. Voice Browser Telephony The amount of trace logging done for the AVB telephony interface. This component is the interface to the telephony system of the MPP. It handles features such as features as disconnect, blind transfer, and bridge transfer. In addition, its log also contains any channel initialization errors that the system encounters. Select Off, Fine, Finer, or Finest.
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General section
Field Name Description The unique identifier for the MPP server on the Experience Portal system. Note: This field cannot be changed. Host Address The network address, or location, of the computer on which the MPP server resides. The EPM uses this address to communicate with the MPP server. This address can be a fully qualified domain name or an IP address, but the address must be unique on this Experience Portal system and the machine must already have the MPP software installed on it.
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Field
Description You cannot use any of the following hostnames: 127.0.0.1, localhost, or localhost.local.domain.
The IP address the telephony servers must use to communicate with the MPP. To use the IP address associated with the address in the Host Address field, enter <Default> in this field. The IP address the speech proxy servers must use to communicate with the MPP when processing ASR and TTS requests. Tip: This address is usually the same as the host IP address. To use the IP address associated with the address in the Host Address field, enter <Default> in this field.
The IP address the application servers must use to communicate with the MPP. Tip: This address is usually the same as the host IP address. To use the IP address associated with the address in the Host Address field, enter <Default> in this field.
The maximum number of calls that this MPP can handle at any one time. It is equivalent to the maximum number of ports that Experience Portal will allocate to this MPP. Enter an integer in this field. Note: For assistance in sizing your MPP server capacity and setting the correct value for the Maximum Simultaneous Calls parameter for each MPP server, contact your Avaya Services representative or Avaya Business Partner. For more information, see MPP server capacity on page 177.
Restart The options are: Automatical Yes: If the MPP stops unexpectedly, Experience Portal brings it back ly online automatically. No: If the MPP stops, it must be manually restarted. Note: This option also affects an MPP that has received an explicit Reboot or Halt command. For details about issuing a Halt command, see Changing the operational state for one or more MPPs on page 183 Listed Directory Number (LDN) This field is only shown when you are logged into the EPM using: The Avaya Services init account created when the Avaya Service accounts were configured.
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Field
Description In this case, you can enter a value in this field. Any other EPM user account and an Avaya Services representative has previously set the LDN value. In this case, the field is read only. If you are logged into the EPM using the init account, enter the LDN number for this server as it appears in the Avaya Services database. If an LDN number is not specified for this server, Experience Portal uses the default value (000)000-0000.
Trace level The options are: settings radio Use MPP Settings: The MPP uses the default settings for all MPPs set buttons on the MPP Settings page. Custom: The MPP uses the trace level settings in the table in this section.
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Description
Note: If you want to set any of the trace levels, you must select the Custom radio button first. Off Fine Finer Finest ASR Sets trace logging for all categories to off. Sets trace logging for all categories to fine. Sets trace logging for all categories to finer. Sets trace logging for all categories to finest. The amount of trace logging done on the Automatic Speech Recognition (ASR) server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for Call Control eXtensible Markup Language (CCXML). Select Off, Fine, Finer, or Finest. The amount of trace logging for the Event Manager. This component collects events from other MPP processes and sends them to the network log web service on the EPM. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Media End Point Manager. This trace component controls the logging for the media endpoint interface in the MediaManager process. The media endpoint interface controls the RTP (audio, video) flow through the MediaManager and to the external servers. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Media Manager. This trace component controls the logging for the start and shutdown of the MediaManager process. Select Off, Fine, Finer, or Finest.
Media Manager
Media Video The amount of trace logging done for the Media Video Manager. Manager This trace component controls the logging for the video interface in the MediaManager process. The video interface handles: Downloading of any files (.txt, .jpg, .3pg and so on.) referenced in the Synchronized Multimedia Integration Language (SMIL) from the application server Rendering video based on the video configuration from EPM and commands from SessionManager Note: SMIL parsing is done in SessionManager and low level video commands are sent to this component.
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Description
Select Off, Fine, Finer, or Finest. MPP System Manager MRCP Reporting Session Manager Telephony Trace Logger The amount of trace logging done for the MPP System Manager. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the speech proxy server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Call Data Handler (CDH). Select Off, Fine, Finer, or Finest. The amount of trace logging done for the MPP Session Manager. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the telephony server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Web Service Trace. The Trace Logger uploads the MPP traces requested by the trace client that runs on EPM. This trace component controls the logging for the activities of trace retrieval in the Trace Web Service. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the Text-to-Speech (TTS) server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Avaya Voice Browser (AVB) client. This component connects the Voice eXtensible Markup Language (VoiceXML) interpreter to the MPP. Its logs: Indicate the progress of VoiceXML execution and any exceptions or errors from VoiceXML documents Contain the status and errors from platform initialization and interpreter initialization Select Off, Fine, Finer, or Finest. Voice Browser INET The amount of trace logging done for the AVB INET. This component manages: Downloading content such as VoiceXML and prompts from the application server Storing this content in the local VoiceXML interpreter cache Select Off, Fine, Finer, or Finest. Voice Browser Interpreter The amount of trace logging done for the AVB interpreter. This component parses and interprets the VoiceXML commands and controls the flow of the application based on Dual-tone multi-frequency (DTMF) or recognition results.
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Description
Select Off, Fine, Finer, or Finest. Voice Browser Java Script Interface Voice Browser Object Voice Browser Platform Voice Browser Prompt The amount of trace logging done for the AVB Javascript Interface. This component perform the ECMAScript execution from the VoiceXML documents. Its logs contain the status of script execution and any ECMAScript semantic errors. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB. This component is the interface to the platform module that performs VoiceXML element execution. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB. This component handles messages from the MPP vxmlmgr process, the wrapper for the VoiceXML interpreter. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB prompt. This component controls queuing, converting, and playing prompts. Select Off, Fine, Finer, or Finest.
Voice The amount of trace logging done for the AVB recognition function. Browser This component controls queuing, loading, and unloading grammars. Recognition Select Off, Fine, Finer, or Finest. Voice Browser Telephony The amount of trace logging done for the AVB telephony interface. This component is the interface to the telephony system of the MPP. It handles features such as features as disconnect, blind transfer, and bridge transfer. In addition, its log also contains any channel initialization errors that the system encounters. Select Off, Fine, Finer, or Finest.
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Column Configurati on
Description Click the link to open or save an XML file with detailed information about media server configuration changes.
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Field or Button
Description Starting: The MPP is responding to heartbeats but not taking new calls because it is transitioning from the Stopped state to the Running state. Stopped: The MPP is responding to heartbeats but is not taking new calls. The MPP enters this state while it initializes after it restarts or when a Stop command is received. Stopping: The MPP is responding to heartbeats but is not taking new calls.
Requested State
If the MPP is in the process of changing states, this field shows the state that the user requested, and the time at which the request was made.
Configuration group
Field or Link History Current State Last Modified Description Click this link to view the MPP configuration history. The current configuration state. The date and time when the MPP configuration was last changed.
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Field Licenses Allocated Maximum Call Capacity Active Calls Calls Today
Description The number of licenses allocated to the MPP. The maximum call capacity for the MPP.
The number of calls that are currently active on the MPP. The number of calls handled by the MPP today.
Miscellaneous group
This group contains a link to the MPP Service Menu. To access this menu, click Service Menu.
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Field Mode
Description The MPP operational mode and the date and time that mode took effect. The options are: Online: The MPP is available to handle normal call traffic. Offline: The MPP is unavailable to handle any calls and is not being polled by the Experience Portal server. Test: The MPP is available to handle calls made to one of the defined H.323 maintenance stations. Upgrading: The MPP upgrade is in process and the MPP is temporarily unavailable. Tip: To view the date and time that this mode was first reached, hover the mouse over this column.
State
The operational state of the MPP. Tip: To view the date and time that this state was first reached, hover the mouse over this column.
Active Command
This column is displayed if one or more MPPs are currently in transition from their current state to a new user-requested state. For each transitional MPP, this column displays the requested, or final, state. For any other MPPs in the system, this field displays None. The MPP configuration state. The options are: Need ports: The MPP has been configured and is waiting for ports to be assigned None: The MPP has never been configured OK: The MPP is currently operating using the last downloaded configuration Restart needed: The MPP must be restarted to enable the downloaded configuration Reboot needed: The MPP must be rebooted to enable the downloaded configuration
Config
Auto Restart
The options are: Yes if the MPP will restart automatically if it fails No if the MPP must be manually restarted if it fails
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Description
Today: Displays Yes at time if the MPP is administered to restart today. Displays No otherwise. To change this, click the pencil icon. Recurring: Displays the recurring restart schedule, or None if there is no schedule defined. To change this, click the pencil icon.
Active Calls
This field displays: In: The number of active incoming calls in the system Out: The number of active outgoing calls in the system
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Button Restart
Description Restarts the MPP software, but does not affect the server machine. The operational state changes to Stopping until all active calls have disconnected or the grace period expires, whichever comes first. After the MPP stops, it starts again automatically, and the operational state changes to Starting until the MPP is ready to take calls again. At that point, the state changes to Running. Important: Before you click this button, make sure you select the appropriate option in the Restart/Reboot Options group.
Reboot
Reboots the MPP server machine. The operational state changes to Rebooting until all active calls have disconnected or the grace period expires, whichever comes first. At that time, the MPP server machine shuts down and automatically restarts. The state changes to Starting until the MPP is ready to take calls again. At that point, the state changes to Running. Note: If the EPM resides on the same server as the MPP, it will be rebooted as well. In that case, you need to wait several minutes after the system has rebooted for Tomcat to restart and reinitialize its web applications before you can log back into the Experience Portal. Important: Before you click this button, make sure you select the appropriate option in the Restart/Reboot Options group.
Halt
Halts the MPP and turns off the server machine on which the MPP is running. The operational state changes to Halting until all active calls have disconnected or the grace period expires, whichever comes first. After that, the state changes to Halted when the MPP server machine has powered down. Important: If the EPM resides on the same server as the MPP, it will be halted as well. The MPP cannot be restarted until after the MPP server machine is restarted. Once the server machine has finished booting, the MPP software is automatically started and the MPP enters the Stopped state. At that point: If the Auto Restart option is enabled, Experience Portal automatically starts the MPP. You can manually restart the MPP using the Start button on this page.
Cancel
If you have issued a restart or reboot request and selected One server at a time in the Restart/Reboot Options group, you can cancel that request for any MPP servers that have not yet been restarted or rebooted. You cannot cancel a restart or reboot request that is already in process.
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Online
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Description The IP address the telephony servers must use to communicate with the MPP. The options are: <Default>: The servers use the IP address specified in the Host Address field. A specific IP address.
The IP address the speech proxy servers must use to communicate with the MPP when processing ASR and TTS requests. The options are: <Default>: The servers use the IP address specified in the Host Address field. A specific IP address.
The IP address the application servers must use to communicate with the MPP. The options are: <Default>: The servers use the IP address specified in the Host Address field. A specific IP address.
The maximum number of calls that this MPP can handle at any one time. It is equivalent to the maximum number of ports that Experience Portal will allocate to this MPP. The options are: Use MPP Settings: The MPP uses the default trace settings specified on the MPP Settings page. Custom: The MPP uses the trace settings specified for the specific MPP. To view these settings, click the server name in the Name column.
Add Delete MPP Settings Browser Settings Event Handlers Video Settings VoIP Settings
Opens the Add MPP Server page so that you can add a new MPP server. Deletes the selected MPP servers. Opens the MPP Settings page so you can change the global settings for all MPP servers. Opens the Browser Settings page so you can change the global Avaya Voice Browser settings for all MPP servers. Opens the Event Handlers page so you can change the global event handlers and prompts for all MPP servers. Opens the Video Settings page to configure system parameters that affect video. Opens the VoIP Settings page so you can change the global Voice over IP settings for all MPP servers.
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Transcription group
Field Transcriptions Retention Period Description How long an MPP keeps detailed session transcriptions for the sessions that it handles. Enter a whole number from 0 to 999. The default is 14.
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Miscellaneous group
Field MPP Numeric ID Range Description Experience Portal assigns a numeric ID for each MPP in the Experience Portal system from the number range given in this field. This numeric ID identifies the MPP in the Experience Portal database and becomes part of the Universal Call Identifier (UCID) associated with every call processed on that MPP. Tip: The ID assigned to a specific MPP server is displayed in the Unique ID field on the <MPP name> Details page for that server. Enter a range between 1 and 32,767. The default range is 10,000 to 19,999. Important: You should only change this value if other components in your call center are creating Universal Call Identifier (UCID) values that conflict with the default Experience Portal values. If you do change the value, make sure that you specify a large enough range to cover all MPP servers in your Experience Portal system.
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Media Manager
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Description Downloading of any files (.txt, .jpg, .3pg and so on.) referenced in the Synchronized Multimedia Integration Language (SMIL) from the application server Rendering video based on the video configuration from EPM and commands from SessionManager Note: SMIL parsing is done in SessionManager and low level video commands are sent to this component. Select Off, Fine, Finer, or Finest.
The amount of trace logging done for the MPP System Manager. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the speech proxy server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Call Data Handler (CDH). Select Off, Fine, Finer, or Finest. The amount of trace logging done for the MPP Session Manager. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the telephony server. Select Off, Fine, Finer, or Finest.
Trace Logger The amount of trace logging done for the Web Service Trace. The Trace Logger uploads the MPP traces requested by the trace client that runs on EPM. This trace component controls the logging for the activities of trace retrieval in the Trace Web Service. Select Off, Fine, Finer, or Finest. TTS Voice Browser Client The amount of trace logging done on the Text-to-Speech (TTS) server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Avaya Voice Browser (AVB) client. This component connects the Voice eXtensible Markup Language (VoiceXML) interpreter to the MPP. Its logs: Indicate the progress of VoiceXML execution and any exceptions or errors from VoiceXML documents Contain the status and errors from platform initialization and interpreter initialization Select Off, Fine, Finer, or Finest. Voice Browser INET The amount of trace logging done for the AVB INET.
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Description
Downloading content such as VoiceXML and prompts from the application server Storing this content in the local VoiceXML interpreter cache Select Off, Fine, Finer, or Finest. Voice Browser Interpreter The amount of trace logging done for the AVB interpreter. This component parses and interprets the VoiceXML commands and controls the flow of the application based on Dual-tone multi-frequency (DTMF) or recognition results. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB Javascript Interface. This component perform the ECMAScript execution from the VoiceXML documents. Its logs contain the status of script execution and any ECMAScript semantic errors. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB. This component is the interface to the platform module that performs VoiceXML element execution. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB. This component handles messages from the MPP vxmlmgr process, the wrapper for the VoiceXML interpreter. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB prompt. This component controls queuing, converting, and playing prompts. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB recognition function. This component controls queuing, loading, and unloading grammars. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB telephony interface. This component is the interface to the telephony system of the MPP. It handles features such as features as disconnect, blind transfer, and bridge transfer. In addition, its log also contains any channel initialization errors that the system encounters. Select Off, Fine, Finer, or Finest.
Voice Browser Java Script Interface Voice Browser Object Voice Browser Platform Voice Browser Prompt Voice Browser Recognition Voice Browser Telephony
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Description Indicates that you want the MPP to restart today. When the specified time is reached, the EPM restarts the MPP and clears this check box. The EPM only restarts the MPP again if a regular restart schedule is defined on the Restart Schedule for <MPP Name> page. After you select the Restart Today check box, enter the time at which you want the MPP to restart using a 24 hour clock. For example, to have the MPP restart at midnight, enter 00:00. To have it restart at 10:30 p.m., enter 22:30.
Time
Weekly on
Monthly on
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<System name> Details tab on the System Monitor page field descriptions
<System name> Details
The details displayed on this page depend on the media server type that is installed on the Experience Portal system: EPM and MPP details on page 230 EPM and AMS details on page 233
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<System name> Details tab on the System Monitor page field descriptions
Description
Online: The MPP is available to handle normal call traffic. Offline: The MPP is unavailable to handle any calls and is not being polled by the EPM server. Test: The MPP is available to handle calls made to one of the defined H.323 maintenance stations. Tip: To view the date and time that this mode was first reached, hover the mouse over this column. State The operational state of the MPP. The options are: Booting: The MPP is in the process of restarting and is not yet ready to take new calls. Degraded: The MPP is running but it is not functioning at full capacity. Error: The MPP has encountered a severe problem and cannot recover. Halted: The MPP is no longer responding to heartbeats because it received a Halt command. Halting: The MPP is responding to heartbeats but is not taking new calls. Never Used: The MPP has never successfully responded to a heartbeat request. Not Responding: The MPP is not responding to heartbeat requests and it has not received a Restart or Halt command. Rebooting: The MPP is responding to heartbeats but is not taking new calls. Recovering: The MPP has encountered a problem and is attempting to recover. Restart Needed: This state is most often reached when the MPP has encountered a problem that it cannot recover from and it requires a manual restart. However, it can also appear for an MPP when the EPM software has been upgraded and the MPP software has not. In that case, the state should update automatically when you upgrade the MPP software. Running: The MPP is responding to heartbeat requests and is accepting new calls. Starting: The MPP is responding to heartbeats but not taking new calls because it is transitioning from the Stopped state to the Running state.
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Column
Description Stopped: The MPP is responding to heartbeats but is not taking new calls. The MPP enters this state while it initializes after it restarts or when a Stop command is received. Stopping: The MPP is responding to heartbeats but is not taking new calls. Tip: To view the date and time that this state was first reached, hover the mouse over this column.
Active Command
This column is displayed if one or more MPPs are currently in transition from their current state to a new user-requested state. For each transitional MPP, this column displays the requested, or final, state. For any other MPPs in the system, this field displays None. The configuration state of the MPP. The options are: Need ports: The MPP has been configured and is waiting for ports to be assigned. None: The MPP has never been configured. OK: The MPP is currently operating using the last downloaded configuration. Restart needed: The MPP must be restarted to enable the downloaded configuration. Reboot needed: The MPP must be rebooted to enable the downloaded configuration.
Config
Call Capacity
This field displays: Current: The number of calls that can be currently handled by the system. Licensed: The number of licenses allocated to this system. Maximum: The maximum number of simultaneous calls that the MPPs in this system can handle. This value is obtained by adding together the maximum number of calls set for each of the MPPs in the system. Note: This value can be larger than the number of licenses allocated to the system, but it should never be smaller. If it is smaller, then some of your licenses will never be used.
Active Calls
This field displays: In: The number of active incoming calls in the system. Out: The number of active outgoing calls in the system.
Calls Today
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<System name> Details tab on the System Monitor page field descriptions
Column Alarms
Description The alarm status indicators for the EPM, each MPP, and the overall Experience Portal system. The options are: Green: There are no active major or critical alarms Yellow: There are one or more active minor alarms Red: There are one or more active major or critical alarms Tip: You can click any red or yellow alarm indicator to view the Alarm report for that system.
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Column
Description Tip: To view the date and time that this mode was first reached, hover the mouse over this column.
State
The operational state of the AMS. The options are: Never Used: The AMS has never successfully responded to a heartbeat request. Not Responding: The AMS is not responding to heartbeat requests and it has not received the Restart command. Starting: The AMS is transitioning from the Stopped state to the Unlocked state. It does not take new calls while transitioning. Stopped: The AMS is stopped. It is not taking new calls. The AMS enters this state while it initializes after it restarts or when a Stop command is received. Stopping: The AMS is stopping and is not taking new calls. Unlocked: The AMS is ready and is accepting new calls. Pending Lock: The AMS is ready and processing current calls but not taking new calls. Locked: The AMS has aborted all current calls and not taking new calls. In Transition: The AMS is transitioning from one state to another and not ready to take calls. Tip: To view the date and time that this state was first reached, hover the mouse over this column.
Active Command
This column is displayed if one or more AMS are currently in transition from their current state to a new user-requested state. For each transitional AMS, this column displays the requested, or final state. For any other AMS in the system, this field displays None. The configuration state of the AMS. The options are: Need ports: The AMS has been configured and is waiting for ports to be assigned. None: The AMS has never been configured. OK: The AMS is currently operating using the last downloaded configuration. Restart needed: The AMS must be restarted to enable the downloaded configuration.
Config
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Description
Current: The number of calls that can be currently handled by the system. Licensed: The number of licenses allocated to this system. Maximum: The maximum number of simultaneous calls that the AMS in this system can handle. This value is obtained by adding together the maximum number of calls set for each of the AMS in the system. Note: This value can be larger than the number of licenses allocated to the system, but it should never be smaller. If it is smaller, then some of your licenses will never be used.
Active Calls
This field displays: In: The number of active incoming calls in the system. Out: The number of active outgoing calls in the system.
The number of calls handled during the current day. The alarm status indicators for the EPM, each AMS, and the overall Experience Portal system. The options are: Green: There are no active major or critical alarms Yellow: There are one or more active minor alarms Red: There are one or more active major or critical alarms Tip: You can click any red or yellow alarm indicator to view the Alarm report for that system.
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Description The name of the Experience Portal system, as specified in the Avaya Aura Experience Portal Name field on the EPM Settings page. If your installation consists of multiple Experience Portal systems that share a common external database, this column contains: The name of the local system that you currently logged into. The Type for this system will always be EP. The name of the another Experience Portal system in the shared external database. The Type will always be Remote EP. Click the system name to log into the EPM Web interface for the remote system. Summary. The call capacity and active call counts across all Experience Portal systems displayed on this page.
Type
If your installation consists of a single Experience Portal system, the type will always be EP. If you hover the mouse over this field, the EPM displays a tooltip showing the type of EPM server. If your installation consists of multiple Experience Portal systems that share a common external database, this column contains: EP: This type indicates that you are currently logged into the EPM for this system. Any system commands you issue will affect this EPM and any media servers assigned to this system. The <System name> Details tab for this system shows the assigned media servers. Remote EP: This type indicates that this is an active Experience Portal system, but it is not the system you are currently logged into. To affect the EPM or media servers assigned to a remote system, you must first log into that system by clicking the remote system name in the System Name column
State
Displays the operational state of the Experience Portal system. The options are: Active: This Experience Portal system is updating its information in the database on a regular basis. Inactive: A remote Experience Portal system of Type is EP is no longer updating information in the shared database. Click the system name to log into the EPM on that system and troubleshoot the problem locally. Stale: It has been over an hour since this Experience Portal system has updated its summary information in the database. Create an Alarm report to view the error messages generated by the system. Note: If you are using an external database, the time difference between your Experience Portal systems is too great. For more information, see the Time Synchronization between external database and EPM servers topic in the Troubleshooting Avaya Aura Experience Portal guide.
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Column
Description Tip: To view the date and time that this state was first reached and on which it was last changed, hover the mouse over this column.
Call Capacity
This field displays: Current: The number of calls that can be currently handled by the system. Licensed: The number of licenses allocated to this system. Maximum: The maximum number of simultaneous calls that the media servers in this system can handle. This value is obtained by adding together the maximum number of calls set for each of the media servers in the system. This value can be larger than the number of licenses allocated to the system, but it should never be smaller. If it is smaller, then some of your licenses will never be used.
Active Calls
This field displays: In: The number of active incoming calls in the system Out: The number of active outgoing calls in the system
Alarms
This field displays one of the following alarm status indicators: Green: There are no active major or critical alarms Yellow: There are one or more active minor alarms Red: There are one or more active major or critical alarms For a system whose Type is EP, you can click any red or yellow alarm indicator to view an associated Alarm report. To view the alarms for a system whose Type is Remote EP, you must first log into the remote system by clicking the name in the System Name column.
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Adding an AMS
Procedure
1. Log in to the EPM Web interface. If Avaya Services is maintaining this system and you are an Avaya Services representative, log in to the EPM using the init EPM account created during the EPM software installation. Otherwise, log in to the EPM using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > AMS Servers . 3. On the AMS Servers page, click Add. 4. On the Add AMS Server page, enter the appropriate information and click Save.
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Changing an AMS
Changing an AMS
About this task
You can change all AMS server options except the name of the AMS server.
Procedure
1. Log in to the EPM Web interface. If Avaya Services is maintaining this system and you are an Avaya Services representative, log in to the EPM using the init EPM account created during the EPM software installation. Otherwise, log in to the EPM using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > AMS Servers . 3. On the AMS Servers page, click the name of the MPP you want to reconfigure in the Name column. 4. On the Change AMS Servers page, enter the appropriate information and click Save.
Online
Test
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Degraded
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State
Description distribution topic in the Administering Avaya Aura Experience Portal guide. Enough ports have gone out of service to trigger a fatal alarm. The percentage of out of service ports that trigger such an alarm is specified in the Out of Service Threshold group on the VoIP Settings page. A critical process has stopped on the AMS server. If an AMS has issued a fatal event and remains in that state for three minutes, Experience Portal automatically restarts the AMS in an attempt to fix the problem. If the problem persists after the restart, Experience Portal tries to restart the AMS up to two more times. If after three restarts the AMS is still encountering fatal errors, the state changes to Error.
Error Halted
The AMS has encountered a severe problem and cannot recover. The AMS is no longer responding to heartbeats because it received a Halt command. The AMS cannot be restarted until its server machine has been manually restarted. The AMS is responding to heartbeats but is not taking new calls. Experience Portal shuts down the corresponding server machine after all calls in progress are completed or the grace period ends, whichever comes first. Once an AMS has halted, you must manually turn on the corresponding server machine before the AMS can be restarted.
Halting
Never Used The AMS has never successfully responded to a heartbeat request. New AMS servers start to receive heartbeat requests during the next polling interval after they have been configured. This state occurs when an AMS has either not yet been sent a heartbeat request after it was added or the AMS did not respond to the heartbeat request. Not Respondin g Rebooting The AMS is not responding to heartbeat requests and it has not received a Restart or Halt command. You should manually check the AMS server machine. The AMS is responding to heartbeats but is not taking new calls. Experience Portal reboots the corresponding server machine after all calls in progress are completed or the grace period ends, whichever comes first. The AMS has encountered a problem and is attempting to recover. This state is most often reached when the AMS has encountered a problem that it cannot recover from and it requires a manual restart. However, it can also appear for an AMS when the EPM software has been upgraded and the AMS software has not. In that case, the state should update automatically when you upgrade the AMS software. The AMS is responding to heartbeat requests and is accepting new calls. The AMS is responding to heartbeats but not taking new calls because it is transitioning from the Stopped state to the Running state.
Running Starting
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State Stopped
Description The AMS is responding to heartbeats but is not taking new calls. The AMS enters this state while it initializes after it restarts or when a Stop command is received. Experience Portal will restart the AMS automatically if the AMS: Stopped unexpectedly and the Auto Restart option is selected for that AMS. In this case, Experience Portal restarts the AMS immediately. Has a specified restart schedule. In this case, Experience Portal restarts the AMS when the scheduled restart time arrives whether the AMS stopped because of an explicit Stop command or because the AMS encountered a problem and was not configured to restart automatically.
Stopping
The AMS is responding to heartbeats but is not taking new calls. Experience Portal stops the corresponding server machine after all calls in progress are completed or the grace period ends, whichever comes first.
Related topics: Changing the operational state for one or more AMS on page 244
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Details tab. The information on this page refreshes automatically if you leave the browser window open.
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Procedure
1. Log in to the EPM web interface using an account with the Administration or Operations user role.
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Rebooting AMS
2. From the AMS Manager menu in EPM select Stop. The EPM automatically puts the AMS into the Pending Lock state and waits until the grace period expires or there are no active calls before stopping the AMS. 3. From the AMS Manager menu in EPM select Start.
Rebooting AMS
Before you begin
In order to guarantee that no calls are lost, ensure that you: Change AMS to the Pending Lock state from the AMS Manager menu in EPM. Wait for the current calls to complete and then restart the server.
Procedure
1. Log in to the EPM web interface using an account with the Administration or Operations user role. 2. From the AMS Manager menu in EPM select Stop. Wait until the AMS stops. Note: You can also put the AMS into the Pending Lock state before stopping an AMS to guarantee that all calls complete before stopping the AMS. However, the administrator has to monitor the AMS to determine when all the calls have completed. 3. Log in to Windows on the AMS server and reboot the server as described in the Windows documentation.
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Description Use this check box to select which AMS servers you want to delete. The name of the AMS server. The network , or location, of the computer on which the AMS server resides. EPM uses this address to communicate with the AMS server.
AMS Type The options are: Primary: This is the primary AMS server for this system. Secondary: This is the secondary AMS server for this system. Standard: This is an optional standard AMS server for this system. Primary AMS The AMS server that is the primary server. If the AMS Type is Secondary or Standard, the column displays the name of the primary AMS server. If the AMS Type is Primary, the column displays <None>. Opens the Add AMS Server page so that you can add a new AMS server. Deletes the selected AMS servers. Opens the SIP Settings page.
VoiceXML Opens the VoiceXML Settings page. Settings VoIP Settings Trace Settings Log Settings Opens the VoIP Settings page. Opens the Trace Settings page. Opens the Log Settings page.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role.
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2. From the EPM main menu, select System Configuration > VoIP Connections and go to the SIP Line Side Connections tab. 3. Click Add. 4. On the Add SIP Line Side Connection page, enter the appropriate information and click Save.
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The EPM displays the Applications page, which lists all of the speech applications added to Experience Portal. The options displayed on this page depend on your user role.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > Applications. 3. On the Applications page, click Add. 4. On the Add Application page, enter the appropriate information and click Save.
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When you get a call from 1-212-555-1212, that call matches both applications because of the wildcards specified in all_555. If all_555 is above 1212_specific in priority, then Experience Portal will always run all_555 and never run 1212_specific. Related topics: Changing speech application priority on page 253
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3. On the Applications page, click the application name in the Name column. 4. On the Change Application page, enter the appropriate information and click Save.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > Applications. 3. On the Applications page, if you want to: Add a new application and designate it as the default, click Add and enter the appropriate information in all sections of the Add Application page except the Application Launch group. Designate an existing application as the default, click the application name in the Name column. The EPM displays the Change Application page. 4. On the Add Application or Change Application page, go to the Application Launch group. 5. Select the Inbound Default radio button in the Type field. 6. Click Save at the bottom of the page.
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Accessing VoiceXML and CCXML Log tag data through Experience Portal
Accessing VoiceXML and CCXML Log tag data through Experience Portal
If you include VoiceXML or CCXML Log tags in an application and you want to view that information in the Experience Portal application reports, you need to make sure that the data is being collected on the MPP and downloaded to the Experience Portal database.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. To specify that the MPP servers should collect and store Log tag data: a) From the EPM main menu, select System Configuration > MPP Server. b) On the MPP Servers page, click MPP Settings. c) On the MPP Settings page, make sure that the Enable check box is checked for the Application option in the Record Handling on MPP group. d) Click Apply. 3. To download the Log tag data to the Experience Portal database: a) From the EPM main menu, select System Configuration > Report Data. b) On the Report Data Configuration page, make sure that the following fields are set to Yes: Download VoiceXML Log Tags Download CCXML Log Tags c) Click Apply. 4. To view the Log tag data available in the Experience Portal database: a) Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. b) From the EPM main menu, select Reports > Standard or Reports > Application Detail. c) Click more >> to expand the Optional Filters group. d) In the Activity Type field, make sure that the check boxes for VoiceXML Log Tag and CCXML Log Tag are selected. e) Click OK.
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Tip: To delete all applications, click the Selection check box in the header row of the table, which automatically selects all rows in the applications table. 4. Click Delete. 5. If desired, remove the application from the Application server as well.
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If you want to use call classification in your applications, make sure you design the application so that it takes such mistakes into account.
The call is probably connected to a human being. No further classifications will be sent for this call. A busy tone was received. This is commonly referred to as the slow busy tone. No further classifications will be sent for this call. A switch error, such as all circuits being busy, has occurred. This is commonly referred to as the fast busy tone. No further classifications will be sent for this call. A special information tone was received which indicates that the call could not be completed. This is the three frequency tone that is often followed by a spoken message. No further classifications will be sent for this call. A call-disposition category for a call processing failure. (Incomplete digits, internal office or feature failure local office) and (Call failure, no wink or partial digits received distant office). A call-disposition category for a call attempt to an unassigned NPA (numbering plan area) or NXX (Central Office exchange code). A SIT (special information tone) classification for call attempts that fail to find an available Local/long distance. Service Provider outgoing trunk. (All circuits busy local office). General misdialing, coin deposit required, or other failure. Number changed or disconnected.
reorder
sit_tone
sit_tone_reorde r
sit_tone_vacant
sit_tone_no_cir cuit
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Description
An answering machine was detected and a recorded message has just started. This classification will always be followed by either a msg_end or timeout classification. The end of a recorded message, such as that played by an answering machine, was detected. No further classifications will be sent for this call.
msg_end
fax_calling_ Inbound calls only A fax machine was detected as the initiator of an tone inbound call. No further classifications will be sent for this call. fax_answer_t Outbound calls one only ringing Outbound calls only A fax machine was detected as the recipient of an outbound call. No further classifications will be sent for this call. A ring back tone was detected. One or more of these classifications may be received by the application, but they are always followed by one of the other applicable classifications. The classification algorithm failed to classify the call before the allotted time ran out. By default, the allotted time is 20 seconds (or 20000 milliseconds). The default value can be overridden for outbound calls by setting the call_classification_timeout parameter in the hints attribute on the <createcall> tag to the desired number of milliseconds before call classification analysis should time out. No further classifications will be sent for this call. An internal error occurred during the classification analysis and the call could not be properly classified. No further classifications will be sent for this call. Early media refers to media that is exchanged before a particular session is accepted by the called user. For example, for outbound calls the color ring tone will be detected as early_media by call classification.
timeout
error
early_media
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an incoming call because you cannot assume the initial greeting will be as short for an incoming call as it is for an outgoing call. Therefore, any classification for an incoming call other than fax_calling_tone should be treated as if a live human being was detected. When you add an application to Experience Portal using the EPM Web interface, the following parameters in the Advanced Parameters group on the Add Application page determine what happens when an incoming fax machine call is detected:
Parameter Fax Detection Enabled Description The options are: Yes: The application should attempt to identify whether the caller is a fax machine and route any fax machine calls to the telephone number specified in Fax Phone Number. No: The application should not attempt to identify whether the caller is a fax machine. The default is No. Fax Phone Number If Fax Detection Enable is set to Yes, this is the telephone number or URI to which fax machines calls should be routed.
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The following example shows a simple connection.signal handler page that first determines whether this is a connection.signal event bearing classification data. If it is, the handler assesses the data to determine what action to take. If the classification is live_voice, then it returns a status of success and the page continues to run. Otherwise, a it returns the failure status no answer.
<transition event="connection.signal"> <if cond="typeof(event$.info) != 'undefined'"> <if cond="typeof(event$.info.callprogress) != 'undefined'"> <var name="call_classification" expr="event$.info.callprogress"/> <var name="status"/> <if cond="call_classification == 'live_voice'"> <assign name="status" expr="'success'"/> <send name="'avaya.launchresponse'" targettype="'avaya_platform'" target="session.id" namelist="status"/> <else/> <assign name="status" expr="'no answer'"/> <send name="'avaya.launchresponse'" targettype="'avaya_platform'" target="session.id" namelist="status"/> </if> </if> </if> </transition>
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Each connection has its own tree associated with it, and the values for that connection can be accessed using the format session.connections['connection_number'].avaya.element_name. For example, if you want to declare two variables called ucid and mode, and you wanted to set those variables to be equal to the corresponding values for connection 1234, you would specify:
<var name="ucid" expr="session.connections['1234'].avaya.ucid"/> <var name="mode" expr="session.connections['1234'].avaya.uui.mode"/>
With the Shared UUI mode, you must send UUI/AAI data as name-value pairs in the following format:
<id0>,<value0>;<id1>,<value1>;<id2>,<value2>; ...
When you specify the name-value pairs: Each name must be set to the hexadecimal encoded ID stored in the shared[] array. Each value must be set to the encoded value stored in the shared[] array. Each name in the pair must be separated from its value by a , (comma). Each name-value pair must be separated from the next name-value pair by a ; (semicolon). For example, if you wanted to send a UCID using UUI/AAI, you might specify: aai =
"FA,2901000246DEE275"
Related topics: Universal Call Identifier (UCID) values included in UUI data on page 262 Avaya Aura Experience Portal application parameters affecting the UUI data on page 263
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Aura Experience Portal MPP server or it can be passed to Avaya Aura Experience Portal through an application's SIP headers if the application uses a SIP connection and the application's Operation Mode is set to Shared UUI. Note: If the application uses an H.323 connection, Avaya Aura Experience Portal can receive UCID from Communication Manager. This feature is supported in Communication Manager 5.2. To enable this feature, you need to administer ucid-info on button 10 on the 7434ND stations used by Avaya Aura Experience Portal. A UCID consists of 20 decimal digits in three groups. Before the UCID is added to the UUI data, Avaya Aura Experience Portal encodes each group as a hexadecimal value and concatenates the three groups together. The: First group of 5 digits represents a 2 byte network node identifier assigned to the Communication Manager. In the UUI data, this group is encoded as 4 hexadecimal digits. Second group of 5 digits represents a 2 byte sequence number. This group is encoded as 4 hexadecimal digits. Third group of 10 digits represents a 4 byte timestamp. This group is encoded as 6 hexadecimal digits. For example, the UCID 00001002161192633166 would be encoded as 000100D84716234E. When Avaya Aura Experience Portal passes the UCID 00001002161192633166 to the application, it would look like this:
avaya.ucid = '00001002161192633166' avaya.uui.mode = 'shared uui' avaya.uui.shared[0].id = 'FA' avaya.uui.shared[0].value = '000100D84716234E'
Note: The identifier for the UCID is always 250, which becomes FA in hexadecimal in the UUI shared[] array.
Avaya Aura Experience Portal application parameters affecting the UUI data
When you add an application to Avaya Aura Experience Portal using the EPM Web interface, the following parameters in the Advanced Parameters group on the Add Application page affect the contents of the SIP UUI data:
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Description The Universal Call Identifier (UCID) is an Avaya-proprietary call identifier used to help correlate call records between different systems. The options are: Yes: If the CM does not pass a UCID to Experience Portal, the MPP server generates a UCID. No: The MPP does not generate a UCID.
Operation Mode
The SIP header for each call can contain User-to-User Interface (UUI) information that the switch can either pass on as a single block or attempt to parse so that the information can be acted on. This field determines how Experience Portal treats the UUI data. The options are: Service Provider: Avaya Aura Experience Portal passes the UUI data as a single block to the application without making any attempt to interpret data. If you select this option, the application must handle the UUI data on its own. Shared UUI: Avaya Aura Experience Portal takes the UUI data and parses it into an array of IDs and their corresponding values. It then passes the application both the fully encoded UUI data and the parsed array with only the values still encoded. If you select this option, the UUI data must conform to the Avaya UUI specifications described in User-to-User Interface (UUI) data passed in SIP headers on page 261. Service Provider: Experience Portal passes the UUI data as a single block to the application without making any attempt to interpret data. If you select this option, the application must handle the UUI data on its own. Shared UUI: Experience Portal takes the UUI data and parses it into an array of IDs and their corresponding values. It then passes the application both the fully encoded UUI data and the parsed array with only the values still encoded. If you select this option, the UUI data must conform to the Avaya UUI specifications described in User-to-User Interface (UUI) data passed in SIP headers.
If Operation Mode is set to Shared UUI and Generate UCID is set to Yes, this field determines whether Experience Portal encodes the Experience Portal-generated UCID and adds it to the UUI data for all outbound calls. The default is No, which means that a UCID is only passed as part of the UUI information if that UCID was passed to Experience Portal by the application.
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Description The maximum length of the UUI data that can be passed in the SIP header. If this length is exceeded and Experience Portal generated a UCID for the call, the UCID is removed from the UUI data. If the result still exceeds this value, or if the UCID was passed to Experience Portal by the application, Experience Portal does not send any UUI data. Instead, it leaves the entire field blank because it has no way to determine what can be left out.
If you want to use a variable in your application, you must use the complete text in your code. For example, if you want to access the <sip>.callid variable in a session with the session ID 1234, you would code one of the following, depending on the context in which you want to access the variable: session.connection.protocol.sip.callid event$.info.protocol.sip.callid session.connections['1234'].protocol.sip.callid
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Notes Uniquely identifies a particular invitation or all registrations of a particular client. Provides the display name, a URI with URI parameters, and header parameters. The initiator of the request.
<sip>.from.displayname From <sip>.from.uri <sip>.tag <sip>.historyinfo[array] .displayname <sip>.historyinfo[array] .user <sip>.historyinfo[array] .host <sip>.historyinfo[array] .optheader History-Info
This field is typically used to inform proxies and User Agent Clients and Servers involved in processing a request about the history or progress of that request.
The verified identity of the user sending the SIP message. This field is typically used among trusted SIP intermediaries to prove that the initial message was sent by an authenticated source. The options that the User Agent Client (UAC) expects the User Agent Server (UAS) to support in order to process the request. All extensions supported by the UAC or UAS. The logical recipient of the request.
Supported To
All headers not understood by Avaya Aura Experience Portal are passed to the application through this array. Contains information about the UAC originating the request. The path taken by the request to this point along with the path that should be followed in routing responses.
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Session Variable <sip>.version <sip>.requestmethod <sip>.requestversion <sip>.requesturi <sip>.request.user <sip>.request.host <sip>.requestparams[ar ray].name <sip>.requestparams[ar ray].value <sip>.respcode <sip>.resptext
SIP Header
Notes This variable returns the SIP protocol version when the SIP protocol is used.
request
The various components of the request URI (INVITE). For example, this variable includes the parameters, user and host part of the URI, and the request method.
The results of a transaction. The actual contents varies by transaction type. The results of a transaction. The actual contents varies by transaction type.
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expr="session.connection.protocol.sip.to.user"/></log> <log>session.connection.protocol.sip.to.host: <value expr="session.connection.protocol.sip.to.host"/></log> <log>session.connection.protocol.sip.from.uri: <value expr="session.connection.protocol.sip.from.uri"/></log> <log>session.connection.protocol.sip.from.displayname: <value expr="session.connection.protocol.sip.from.displayname"/></log> <log>session.connection.protocol.sip.from.tag: <value expr="session.connection.protocol.sip.from.tag"/></log> <log>session.connection.protocol.sip.from.user: <value expr="session.connection.protocol.sip.from.user"/></log> <log>session.connection.protocol.sip.from.host: <value expr="session.connection.protocol.sip.from.host"/></log> <log>session.connection.protocol.sip.useragent[0]: <value expr="session.connection.protocol.sip.useragent[0]"/></log> <log>session.connection.protocol.sip.contact[0].displayname: <value expr="session.connection.protocol.sip.contact[0].displayname"/></log> <log>session.connection.protocol.sip.contact[0].uri: <value expr="session.connection.protocol.sip.contact[0].uri"/></log> <log>session.connection.protocol.sip.via[0].sentaddr: <value expr="session.connection.protocol.sip.via[0].sentaddr"/></log> <log>session.connection.protocol.sip.via[0].protocol: <value expr="session.connection.protocol.sip.via[0].protocol"/></log> <log>session.connection.protocol.sip.via[0].sentport: <value expr="session.connection.protocol.sip.via[0].sentport"/></log> <log>session.connection.protocol.sip.via[1].sentaddr: <value expr="session.connection.protocol.sip.via[1].sentaddr"/></log> <log>session.connection.protocol.sip.via[1].protocol: <value expr="session.connection.protocol.sip.via[1].protocol"/></log> <log>session.connection.protocol.sip.via[1].sentport: <value expr="session.connection.protocol.sip.via[1].sentport"/></log> <log>session.connection.protocol.sip.supported: <value expr="session.connection.protocol.sip.supported"/></log> <log>session.connection.protocol.sip.require: <value expr="session.connection.protocol.sip.require"/></log> </block> </form> </vxml>
Avaya Aura Experience Portal adds the following entries to the session.connection.protocol.sip.unknownhdr array:
session.connection.protocol.sip.unknownhdr.unknownhdr[0].name = "new_header" session.connection.protocol.sip.unknownhdr.unknownhdr[0].value = "helloworld" session.connection.protocol.sip.unknownhdr.unknownhdr[1].name = "another_new_header" session.connection.protocol.sip.unknownhdr.unknownhdr[1].value = "howareyou"
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<property>
Notes
<sip_prop>.organiza The name of the organization to which the SIP tion element issuing the request or response belongs. <sip_prop>.priority The priority of the request.
Priority
Example
To create a custom header with the name as new_header and value as mycustomheader, add the following to the session.connection.protocol.sip.unknownhdr array:
AVAYA_SIPHEADER.session.connection.protocol.sip.unknownhdr[0].name = "new_header" AVAYA_SIPHEADER.session.connection.protocol.sip.unknownhdr[0].value = "mycustomheader"
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deal with these messages and help the application recover so that it can continue processing the call. Experience Portal uses the error handlers defined in the application whenever possible. However, if an exception error message occurs that is not handled by the application, or if there is a problem running the application due to issues with the application server or the speech servers, Experience Portal uses one of the event handlers installed on the MPP server. The event handler Experience Portal uses depends on the state of the speech application. If an application: Was successfully started and there is a call in progress, Experience Portal uses the event handler associated with that application when it was added to the Experience Portal system. Could not be started, Experience Portallooks at the type of application that was requested and uses the appropriate default CCXML or VoiceXML event handler. When you install the software, Experience Portal automatically installs default event handlers for CCXML and VoiceXML, as well as an event handler prompt that is played by the default event handlers. If you want to customize the way Experience Portal reacts to a problem, you can add your own event handlers and prompts and then designate which ones Experience Portal should use as the default. For example, you want your default event handler to: 1. Play a prompt explaining that there was a problem and that the customer is being redirected to an agent immediately. 2. Transfer the call to a special number reserved for such issues. A call coming in on this special number alerts the agent that the caller has encountered and error in Experience Portal, and that the agent should find out what the customer was doing when the error occurred. The call center can then track these exceptions and fix areas that encounter frequent problems. Related topics: Adding application event handlers and prompts on page 272 Setting the default application event handlers on page 274
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Important: Experience Portal does not validate the code in an uploaded event handler. If the event handler has a syntax error, it will not be detected until Experience Portal tries to use the event handler to process a call.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > MPP Server and click Event Handlers. 3. To add a VoiceXML event handler: a) Go to the VXML tab. b) Verify that an event handler with the filename you intend to use does not already exist. If you install an event handler with the same filename as an existing event handler, Experience Portal overwrites the old event handler with the new file without requiring confirmation. c) Click Add. d) On the Add VoiceXML Event Handler page, enter the appropriate information and click Install. You can specify any file with the extension VXML. 4. To add a CCXML event handler: a) Go to the CCXML tab. b) Verify that an event handler with the filename you intend to use does not already exist. If you install an event handler with the same filename as an existing event handler, Experience Portal overwrites the old event handler with the new file without requiring confirmation. c) Click Add. d) On the Add CCXML Event Handler page, enter the appropriate information and click Install. You can specify any file with the extension CCXML. 5. To add an event handler prompt: a) Go to the Prompts tab. b) Verify that an event handler prompt with the filename you intend to use does not already exist. If you install an event handler prompt with the same filename as an existing prompt, Experience Portal overwrites the old prompt with the new file without requiring confirmation. c) Click Add.
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d) On the Add Event Handler Prompt page, enter the appropriate information and click Install. You can specify any file with the extension WAV, ALAW, or ULAW. After you add a prompt, it can be used by any of the installed VoiceXML or CCXML event handlers.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > MPP Server and click Event Handlers. 3. To specify the default VoiceXML event handler: a) Go to the VXML tab. b) In the Default column, click the Default link associated with the VoiceXML handler you want to use as the default. 4. To specify the default CCXML event handler: a) Go to the CCXML tab. b) In the Default column, click the Default link associated with the CCXML handler you want to use as the default.
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4. On the AVB Settings page, enter the appropriate information and click Save.
error.badfetch.appl The targeted application could not be found. icationuri error.badfetch.badd The targeted dialog could not be found. For example, it cannot match the specified <form> id or ialog
<field> name.
error.grammar.choic An unknown grammar error was received from a speech server while processing a <choice> statement. e error.grammar.inlin An unknown grammar was received from a speech server while processing inline grammars for <field> or <link>. ed error.grammar.optio An unknown grammar error was received from a speech server while processing an <option> statement. n error.internalerror An internal error was encountered. error.max_loop_coun The maximum number of document pages allowed for a session has been exceeded. t_exceeded
Note: This is usually an indication of an infinite loop detected in an application execution path.
error.noresource.as No ASR resources are currently available. r error.noresource.tt No TTS resources are currently available. s error.recognition
An unknown recognition error was received from a speech server.
error.semantic.ecma A semantic error was encountered while processing a ECMA script. script
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Description
error.semantic.no_e An empty "event" attribute was encountered. For example, a <throw> was defined with no associated vent_in_throw
event.
error.semantic.reco A semantic error was encountered while processing recording-related parameters. rdparameter error.transfer
An unknown error was encountered during a transfer attempt.
Using a secure connection between the MPP and the application server
About this task
You can require that the MPP running a particular application uses a secure connection to the application server.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > Applications. 3. For each application that you want to use a secure connection, verify that the URL in the URL column starts with https. If it does not, click the application name to open the Change Application page and specify a URL that begins with https. 4. From the EPM main menu, select Security > Certificates and go to the Application Certificates tab. 5. Verify that a security certificate exists for each application server that Experience Portal can trust. Important: If Experience Portal cannot find a suitable application certificate, it will not be able to establish a secure connection to the application server, and all https applications will fail. 6. Click Add to install a security certificate using the Add Application Certificate page. 7. From the EPM main menu, select System Configuration > MPP Server and click AVB Settings.
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8. On the AVB Settings page, make sure that SSL Verify is set to Yes.
Type
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Description
VoiceXML: If selected, Experience Portal displays the VoiceXML URL field. CCXML: If selected, Experience Portal displays the CCXML URL field. CCXML/VoiceXML: If selected, Experience Portal displays the VoiceXML URL and the CCXML URL fields. Note: Additional type options may be available if you have installed managed application on Experience Portal. For more information on managed application type, see the documentation delivered with the managed application.
URI group
Field Type Description The options are: Single: The only application server that handles the calls. Fail Over: Allows you to add two URLs to handle a fail over: URL 1: The primary application that handles the calls URL 2: The application that handles the calls upon the failure of the primary application. Load Balance: Allows you to add two URLs for load balancing purpose. The URLs are also used for failover. For instance, if URL 2 fails, URL1 handles all calls. CCXML URL The HTTP path to the root document of the Call Control eXtensible Markup Language (CCXML) speech application. The URL must be in the format [http:| https:]//domain.name/ subdirectory/startDocument where [http:|https:] indicates whether the URI uses normal or secure HTTP protocol.
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Field
Description Note: You must specify a URL that begins with https: if you want Experience Portal to use a secure connection between the MPP and the application server. domain.name is the fully qualified domain name or the IP address of the server on which the application resides. You can use a relative path for your domain name or a fully qualified domain name. subdirectory is an optional subdirectory or series of subdirectories on the application server. startDocument is the first page that the CCXML-compliant speech application should load. The extension on this document will typically be ccxml, htm, html, jsp, or xml. For example, vpmenu.html or vpmenu.jsp?gtype=vxml-srgsavaya-ibm. Note: Experience Portal uses the OktopousTM ccXML Interpreter. The CCXML URL field is not applicable for AMS.
VoiceXML URL
The HTTP path to the root document of the VoiceXML speech application. The URL must be in the format [http:| https:]//domain.name/ subdirectory/startDocument where [http:|https:] indicates whether the URI uses normal or secure HTTP protocol. Note: You must specify a URL that begins with https: if you want Experience Portal to use a secure connection between the MPP and the application server. domain.name is the fully qualified domain name or the IP address of the server on which the application resides. You can use a relative path for your domain name or a fully qualified domain name.
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Field
Description subdirectory is an optional subdirectory or series of subdirectories on the application server. startDocument is the first page that the VoiceXML-compliant speech application should load. The extension on this document will typically be htm, html, jsp, vxml, or xml. For example, vpmenu.html or vpmenu.jsp?gtype=vxml-srgsavaya-ibm.
Verify
Instructs Experience Portal to open the associated root document in a new browser window. If the document cannot be found, the new browser window displays a file not found error. Note: Verify is not displayed if the URL(s) contains a secure HTTP protocol (https:), and the Mutual Certificate Authentication field is set to Yes.
Enables mutual certificate authentication between the MPP and the application. Important: Do not enable this option if your application uses external grammars stored on the application server. The speech servers do not support mutual certificate authentication and therefore will not fetch the grammar from the application server. If you select this option ensure that: The application server is configured to support mutual configuration and the MPP certificate is installed on the application server. The application certificate is installed on the MPP. Experience Portal allows you to add and view the application certificate from the Security>Certificates>Trusted Certificates page in EPM. The URLs use secure HTTP protocol (https).
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Description Enables user name and password authentication between the MPP and the application. Ensure that the application server is configured to support basic configuration. Important: Do not enable this option if your application uses external grammars stored on the application server and uses a Nuance speech server, as Nuance does not support basic authentication. If you select the Basic Authentication option, Experience Portal displays: User name field: The name used to authenticate the MPP and the application. Note: The user name must not contain the : character. Password field: The password used to authenticate the MPP and the application. Note: You can select both Mutual Certificate Authentication and Basic Authentication options.
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Field
Description Use Ctrl+Click and Shift+Click to make more than one selection from this list. The first selected language becomes the default for this application. Note: You can switch languages within a single speech application, provided all the required languages are configured on the same ASR server. If a speech application is configured to use more languages than are configured for any single ASR server, Experience Portal sends a No ASR Resource exception to the application. What happens then depends on the event handler that the application uses.
TTS
If this application uses Text-to-Speech (TTS) resources, this field lets you select the TTS engine type that will be used. The options are: No TTS: This application does not use TTS resources The engine type associated with the TTS server to use for this application. The available options depend on the TTS servers on the Experience Portal system. If you select an engine type, Experience Portal displays the Voices field.
Voices
If a TTS engine is selected, this field displays the voices configured for the TTS servers of that engine type on the Experience Portal system. Select one or more default voices for this application. Your selections must match exactly the TTS voice defined in the speech application. Use Ctrl+Click and Shift+Click to make more than one selection from this list. The first selected voice becomes the default for this application. Note: You can switch languages within a single speech application, provided all the required languages are configured on the same TTS server. If a speech application is configured to use more language/voice combinations than are configured for any single TTS server, Experience Portal sends a No TTS Resource exception to the application. What happens then depends on the event handler that the application uses.
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Description
Inbound: This application handles inbound calls from a URI or one or more specified telephone numbers. Inbound Default: This application handles all inbound calls made to a number that is not associated with any other application. Outbound: This application handles outbound calls. Number type The options are: radio buttons Number: Instructs Experience Portal to associate the application with a single telephone number. Number Range: Instructs Experience Portal to associate the application with a sequential range of telephone numbers. URI: Instructs Experience Portal to associate the application with a single URI. Called Number The definition of this field depends on the selected number type. If the number type is: Number: This field is the telephone number you want to associate with this application. Number Range: This field is the lowest telephone number in the range you want to associate with this application. URI: This field is not available. You can enter from 1 to 15 digits. Do not include spaces or special characters such as (, ), or -. To If you selected the number type Number Range, this field is the highest telephone number in the range you want to associate with the application. If you selected any other number type, this field is not available. If you selected the number type URI, this is the URI you want to associate with the application. You can use any valid regular expression wildcards such as: ? to represent a single character * to represent multiple characters If you selected any other number type, this field is not available. Add Associates the number, range of numbers, or URI with the application. After you click Add, the specified number, range of numbers, or URI appears in the display text box. Displays all the DNIS numbers and URIs that are mapped to this speech application.
Called URI
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Field or Button
Description Select an individual entry in this list by clicking on it, or use Ctrl+Click and Shift+Click to select multiple entries.
Remove
Removes the association between the selected entries in the display text box and the application.
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Field
Description Note: If you are using Orchestration Designer, refer to the Nodes and Palette Options chapter in the DD Developer's Guide for more information on the Sensitivity field description.
The balance between speed of recognition and accuracy of recognition. Enter a number from 0.0 to 1.0. If you are using ASR servers without MRCP and want to: Decrease the time it takes to recognize an utterance at the expense of recognition accuracy, enter a lower number in this field. Increase the likelihood that an utterance is correctly recognized at the expense of recognition speed, enter a higher number in this field. If you are using ASR servers with MRCP and want to: Decrease the time it takes to recognize an utterance at the expense of recognition accuracy, enter a higher number in this field. Increase the likelihood that an utterance is correctly recognized at the expense of recognition speed, enter a lower number in this field. This value is mapped to whatever scale the ASR engine uses to compute the balance between speed and accuracy of recognition. Note: If you are using Orchestration Designer, see the Speed vs. Accuracy field description in your Orchestration Designer documentation.
The maximum number of recognition results that the ASR engine can return. For Nuance and IBM WVS, enter a number from 1 to 100. For Loquendo, enter a number from 1 to 10. Note: If you are using Orchestration Designer, see the N-Best input form field description in your Orchestration Designer documentation.
No Input Timeout
The number of milliseconds the system waits for a caller to respond after the prompt is finished playing and before the system throws a No Input event. For Nuance, Loquendo and IBM WVS, enter an integer value in the range 0 to 65535. Note: If you are using Orchestration Designer, see the Timeout field on the Prompt main tab in your Orchestration Designer documentation.
Recognition The number of milliseconds the system allows the caller to continue Timeout speaking before the system ends the recognition attempt and throws a maxspeechtimeout event.
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Field
Description For Nuance, Loquendo and IBM WVS, enter an integer value in the range 0 to 65535. Note: This field corresponds to the Maximum Speech field in your VoiceXML application. For more information, see your Orchestration Designer documentation.
The number of milliseconds of silence required following user speech before the speech recognizer either accepts it and returns a result or reject it and returns a No Match event. Enter an integer in this field. For Nuance and IBM WVS, enter a value in the range 0 to 65535. For Loquendo, enter a value in the range 300 to 10000. This value is used when the recognizer currently has a complete match of an active grammar, and specifies how long it should wait for more input declaring a match. By contrast, the incomplete timeout is used when the speech is an incomplete match to an active grammar. Tip: Take care when setting this property. If you set the number too high, it can slow down system response time, even for successful recognitions. If you set the number too low, it can lead to an utterance being cut off prematurely. Reasonable values for this property are usually in the range of 5000 to 15000 milliseconds.
The number of milliseconds of silence following user speech after which a recognizer finalizes a result. Enter an integer in this field. For Nuance and IBM WVS, enter a value in the range 0 to 65535. For Loquendo, enter a value in the range 300 to 10000. The incomplete timeout applies when the speech prior to the silence is an incomplete match of all active grammars. In this case, once the timeout is triggered, the speech recognizer rejects the partial result and returns a No Match event. Tip: Take care when setting this property. If you set the number too high, it can slow down system response time, even for successful recognitions. If you set the number too low, it can lead to an utterance being cut off prematurely. This property is usually set lower than the Speech Complete Timeout but high enough to allow for callers to pause midutterance. Note: If you are using Orchestration Designer, see the Timeout Incomplete field description in your Orchestration Designer documentation.
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Description The maximum length of time that an utterance can be in the cache before the application considers it to be stale and forces the MPP to download the utterance again. Enter a whole number of seconds in this field. When determining whether an utterance is stale or not, the application adds this time together with the value specified in the Maximum Grammar Staleness field and compares that to the age of the utterance plus the value in the Minimum Grammar Freshness Time field. The maximum grammar cache age plus the maximum grammar staleness time must be greater than or equal to the age of the utterance plus the minimum grammar freshness time. For example, if the: Maximum grammar cache age is 60 Maximum grammar staleness is 20 Current utterance has been cached for 45 seconds. Minimum grammar freshness time is 30 Then the application will accept the utterance from the MPP because the expression 60 + 20 > 45 + 30 evaluates as True. Note: For the purposes of this calculation, if the maximum grammar staleness field is blank, that is the same as setting it to infinity. In that case, the application will always accept the cached utterance from the MPP because the maximum grammar cache age plus infinity will always be greater than the utterance age plus the minimum grammar freshness time.
The minimum length of time beyond an utterances current age for which the utterance must remain fresh to be accepted by the application. Enter a whole number of seconds in this field. The application adds this value to the current age of the utterance and compares the result to the value in the Maximum Grammar Cache Age field plus the value in the Maximum Grammar Staleness field, as described above. The maximum amount of time beyond the normal expiration time of an utterance that the application server will accept. Enter a whole number of seconds in this field, or leave it blank to instruct the application to always use a cached response of any age. The application adds this value to the value in the Maximum Grammar Cache Age field and compares it to the current age of the utterance plus the value in the Minimum Grammar Freshness Time field, as described in the Maximum Grammar Cache Age field. Any vendor-specific or platform-specific parameters that the ASR server requires to function correctly with this speech application.
Vendor Parameters
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Field
Description Note: Contact your speech server provider for details on vendor parameters. These parameters must be in the general formparameter=value. You can include as many parameters as you want. Use semi-colons (; ) to separate multiple entries. For example, you might need to specify:ep.ThresholdSnr=12;Rec.PPR=1
TTS section Prosody Volume The default value for the loudness of the synthesized speech output. Specify one of the following values from the drop-down list or enter a value in the text field. <NONE> default silent x-soft soft medium loud x-loud Note: The text field is enabled only when you select None in the drop-down list. The text field is not displayed if you select Loquendo in the TTS field. Enter a number from 0 to 100, where zero (0) represents no audible output and 100 represents full volume Note: You can set the Prosody Volume to 50 to ensure that: The TTS resource is properly initialized for the request. All prompts from different speech server with different default volume settings, that include prerecord prompts, are played at the same volume. Prosody Rate Experience Portal uses this value to fine tune the default TTS speaking rate relative to the server default. Specify one of the following values from the drop-down list or enter a value in the text field. <NONE> default
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Description
Note: The text field is enabled only when you select None in the drop-down list. The text field is not displayed if you select Loquendo in the TTS field. For IBM WVS servers, enter a number from 70 to 1297. Note: The prosody rate for IBM WVS is based on the speaking rate in words per minute (wpm). For Nuance and Loquendo servers, enter a number from 0 to 100. Vendor Parameters Any vendor-specific or platform-specific parameters that the TTS server requires to function correctly with this speech application. Note: Contact your speech server provider for details on vendor parameters. These parameters must be in the general form parameter=value. You can include as many parameters as you want. Use semi-colons (; ) to separate multiple entries. For example, to specify that a Nuance RealSpeak server should use the custom dictionary called mydictionary.dct on a Linux RealSpeak server, you would enter:ssftrs_dict_enable=file:///opt/ ttsdict/mydictionary.dct. For more information, see Adding custom dictionaries for Nuance RealSpeak on page 372.
Orchestration Designer Application Logging section Minimum Level Determines what messages will be sent by this application through the Application Logging web service. You can view this information in the Application Summary or Application Detail report.
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Description
None: Experience Portal ignores all application messages. If this option is selected, this application will not appear in any application reports. Fatal: Experience Portal saves fatal level messages. Error: Experience Portal saves fatal and error level messages. Warning: Experience Portal saves fatal, error, and warning level messages. Info: Experience Portal saves all messages sent by this application. Call Flow Data Sample Rate The percentage of times that this application will generate breadcrumb data when it runs. For example, if this field is set to 25%, then the application will generate breadcrumbs once out of every four times it runs. You can use this field to cut down on application logging if your Experience Portal system is running under a heavy load.
Transcription section Transcriptio The options are: n Enabled Yes: Experience Portal creates a transcription log for each call handled by the application. If you select this option, the rest of the fields in this group become available. No: Experience Portal does not save any transcription or performance data. Transcriptio The percentage of times that this application will generate a transcription log n Sample when it runs. Rate For example, if this field is set to 25%, then the application will generate a transcription log once out of every four times it runs. You can use this field to reduce application logging if your Experience Portal system is running under a heavy load. Performanc e Trace The options are: Yes: Experience Portal creates a performance trace log for each call handled by the application that has an associated transcription log. Note: This information can be viewed on the Session Details page, which is accessible from the Session Detail Report page. No: Experience Portal does not save performance trace data. DTMF Data Determines the information Experience Portal saves in the application's transcription log when a Dual-tone multi-frequency (DTMF) event occurs. The options are: Discard: Experience Portal saves only the DTMF event. Save: Experience Portal saves the DTMF event and its associated data.
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Field
Description Note: Only users with the Privacy Manager role are allowed to change this field.
Prompt Data Determines the information Experience Portal saves in the application's transcription log when a prompt event occurs. The options are: Discard: Experience Portal saves only the prompt event. Save: Experience Portal saves the prompt event and its associated data. Note: Only users with the Privacy Manager role are allowed to change this field. TTS Data Determines the information Experience Portal saves in the application's transcription log when a Text-to-Speech (TTS) event occurs. The options are: Discard: Experience Portal saves only the TTS event. Save: Experience Portal saves the TTS event and the first few characters of the TTS data. Note: Only users with the Privacy Manager role are allowed to change this field. Speech Data Determines the information Experience Portal saves in the application's transcription log when a speech event occurs. The options are: Discard: Experience Portal saves only the speech event with no result. Text Only: Experience Portal saves the speech event with the result in text format. Text and Speech: Experience Portal saves the speech event along with a link to the URL that contains the associated WAV file. The system stores each recording as a separate audio file on the MPP. Therefore, if you select this option for a very active application, you could end up with a large number of WAV files in a single directory. This could lead to performance issues over time. Note: Only users with the Privacy Manager role are allowed to change this field.
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Description A regular expression used to verify the starting URI form the SIP invitation. This is a security parameter used to verity the URI is trusted. If it is blank, then any URI will be accepted. The VoiceXML event handler to use for this application. The options are: <Default>: This application uses the default VoiceXML error handler defined for the Experience Portal system. An error handler name: This application uses a specific error handler instead of the system default. This drop-down lists all VoiceXML error handlers that have been uploaded through the Add VoiceXML Event Handler page.
The CCXML event handler to use for this application. The options are: <Default>: This application uses the default CCXML error handler defined for the Experience Portal system. An error handler name: This application uses a specific error handler instead of the system default. This drop-down lists all CCXML error handlers that have been uploaded through the Add CCXML Event Handler page.
Generate UCID
The Universal Call Identifier (UCID) is an Avaya-proprietary call identifier used to help correlate call records between different systems. Inbound Calls: If the Avaya Communication Manager (CM) passes a UCID to Experience Portal, Experience Portal always uses that UCID regardless of the setting in this field. If, however, CM does not pass a UCID, the Experience Portal MPP server can generate one for the call. The options are: Yes: If the CM does not pass a UCID to Experience Portal, the MPP server generates a UCID. No: The MPP does not generate a UCID. Transfers & Outbound Calls: The options are: Yes: For blind and supervised transfers using the <redirect> CCXML tag, the MPP uses the same UCID as the call being transferred. For Bridge and Outcalls , MPP will generate a new UCID. No: The MPP does not generate a UCID.
Operation Mode
The SIP header for each call can contain User-to-User Interface (UUI) information that the switch can either pass on as a single block or attempt to parse so that the information can be acted on. This field determines how Experience Portal treats the UUI data.
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Description
Service Provider: Experience Portal passes the UUI data as a single block to the application without making any attempt to interpret data. If you select this option, the application must handle the UUI data on its own. Shared UUI: Experience Portal takes the UUI data and parses it into an array of IDs and their corresponding values. It then passes the application both the fully encoded UUI data and the parsed array with only the values still encoded. If you select this option, the UUI data must conform to the Avaya UUI specifications described in User-to-User Interface (UUI) data passed in SIP headers. Transport UCID in Shared Mode If Operation Mode is set to Shared UUI and Generate UCID is set to Yes, this field determines whether Experience Portal encodes the Experience Portal-generated UCID and adds it to the UUI data for all outbound calls. The default is No, which means that a UCID is only passed as part of the UUI information if that UCID was passed to Experience Portal by the application. The maximum length of the UUI data that can be passed in the SIP header. If this length is exceeded and Experience Portal generated a UCID for the call, the UCID is removed from the UUI data. If the result still exceeds this value, or if the UCID was passed to Experience Portal by the application, Experience Portal does not send any UUI data. Instead, it leaves the entire field blank because it has no way to determine what can be left out. Enter an integer between 0 and 2,048, where 0 indicates that Experience Portal should not check the length of the UUI data. The default is 128. Whether this application should detect whether the inbound number is a fax machine. The options are: Yes: The application should attempt to identify whether the caller is a fax machine and route any fax machine calls to the telephone number specified in Fax Phone Number. No: The application should not attempt to identify whether the caller is a fax machine. The default is No. Fax Phone Number Video Enabled If Fax Detection Enable is set to Yes, this is the telephone number or URI to which fax machines calls should be routed. Whether to enable or disable the support for the video server. The options are: Yes: Enables the video server for a particular application. No: Disables the video server for a particular application.
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Description Select the video screen format. The options are: CIF: Common Intermediate Format. The screen resolution for CIF is 352x288 pixels. QCIF: Quarter CIF. The screen resolution for QCIF is 176x144 pixels. SQCIF: Sub-Quarter CIF. The screen resolution for SQCIF is 128x96 pixels.
Video Minimum Picture Interval (MPI) is the time interval used to define the frame rate. MPI uses the CIF, QCIF, and SQCIF formats. Enter a value in the range 1 to 32. The default is 2. For CIF, QCIF and SQCIF, if the value is zero, the screen format is disabled otherwise the frame rate is defined by (29.97/MPI). For example: for value 1 = 30 FPS, for 2 = 15 FPS, and so on.
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Field
Description If you do not select an organization, this indicates that the user does not belong to any organization. Note: This field is displayed only if organization level access is enabled in the Experience Portal system and you have logged in as a user not assigned to any organization. For more information on organization level access, see Organization level access in Avaya Aura Experience Portal in the User management chapter in the Administering Avaya Aura Experience Portal guide. If you select an organization for a custom report, the option to select an application is enabled. Only those applications are listed which belong to the organization.
Report Name
Specify a name for the report. Note: If you have selected an organization in the field above, the selected organization and forward slash character are automatically prefixed to the report name.
Between
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Button
Description pop-up calendar. After the start date, enter the start time using a 24-hour format and the same timezone as the EPM. For example, you could enter 03-Mar-2007 16:26:10. The default for this field is one week prior to the current date at time 00:00:00. In the beginning of the End Date/Time field, enter the end date using the format dd-mmm-yyyy or click the calendar icon to select the date from a pop-up calendar. After the end date, enter the end time using a 24-hour format and the same timezone as the EPM. For example, you could enter 10-Mar-2007 16:26:10. The default for this field is the day prior to the current date at time 23:59:59.
Note: The amount of data available for this report depends on the setting for call data records records in the Application Retention Period field in the Report Database Record Data group on the Report Data Configuration page. For example, if this value is set to 14, you can enter a start date that is two weeks prior to the current date. If the value is set to 7, you can only check for the previous week.
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Description Restores the default filter settings and displayed column settings. The default columns are: Start Time Level Application Activity Type Message Note: When you click this link, Experience Portal restores the defaults for all filters, even those that are not displayed if the section is collapsed.
If your installation has multiple Experience Portal systems that use a shared database, this field lists all of the available systems. The options are: All systems A specific Experience Portal system. If you select this option, only the call sessions handled by the media servers assigned to this system will be shown in the report.
Application
The application name. The options are: All applications. This is the default. A specific application name. Note: This filter only works for applications compiled with Orchestration Designer 4.0 or later.
more >>
Displays the rest of the optional report filters. Note: The rest of the fields in this group do not display until you click this link.
Show Column
Each filter has an associated check box under this header. To show a particular piece of information in its own column in the report, select its associated Show Column check box. To hide that piece of information, clear the associated check box. The severity level of the application message. The options are: Fatal Error
Level
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Description
All the levels are selected by default. Node ID The module and node identifiers in the format [Module Id]:Node Id, where Module Id is only specified if it is not the same as the application name. For example, if the application name is CollectTicketInfo and it contains the CollectTicketInfo module with the node StartTicket and the GetPayment module with the node StartPay, you would specify them as :StartTicket and GetPayment:StartPay. The session ID assigned by the MPP. Note: This field is case-sensitive. Session Label/UCID Activity Name Activity Type The session label assigned to the application in Orchestration Designer or the Universal Call Identifier (UCID) assigned when the application was added to Experience Portal through the EPM. The name of the activity associated with the application. The options are: Start In Progress End Cancel VoiceXML Log Tag CCXML Log Tag Node Entry Module Exit Application Exit All Types All the activity types are selected by default. Activity Duration Each application message has a Duration, ActivityName, and LogType field. The Duration field contains the number of seconds that have elapsed since an application message with the same ActivityName and a LogType of Start was received.
Session ID
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Field or Link
Description Note: The duration is measured in full seconds. If the duration is less than one full second, it is represented as a 0 (zero) in this report. Select a duration from the drop-down list and then, enter a time in seconds. The options are: All Durations Less Than <specified number of seconds> Equal To <specified number of seconds> Greater Than <specified number of seconds> For example, if you want to view all instances when the activity named Call_Survey lasted for more than five minutes, you would enter Call_Survey in the Activity Name field, select Greater Than from the Activity Duration drop-down list, then enter 300 in the seconds field. The default is All Durations.
Activity Message
All or part of the activity message that you want to use as a filter. You can specify an explicit string or use the % wildcard character. For example, to see all logged events whose entire activity message is transaction completed, enter transaction completed in this field. The name of a variable defined in the application. The value of the variable named in Variable Name. Limits the sessions in this report to those found in the selected custom report. Note: Applies all filters specified in another custom report, except the Date and Time filter. This option helps you to use filters across different custom report types. For example, if you have a custom Application Detail report that shows when blue cars are rented, you can view a Call Summary report that contains only calls on which blue cars were rented. Select a custom report from the drop-down list which includes all available custom reports. Sorts the report by the selected column. Select the column by which you want to sort the report, from the list of sortable columns. Select the option to sort the report by Ascending or Descending order. Note: The default is Date and Time and Descending.
Sort By
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Summary section
This section always includes the field Total Records, which displays the total number of records that match the specified filter criteria. In addition, this section includes a field for each filter you specified on the Application Detail page. For example, if you selected anything other than All Dates and Times in the Date and Time group, the summary section includes an entry for Time Period.
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Column Node ID
Description The module and node identifiers in the format [Module Id]:Node Id, where Module Id is only specified if it is not the same as the application name. The session ID assigned by the MPP. The session label assigned to the application in Orchestration Designer or the Universal Call Identifier (UCID) assigned when the application was added to Experience Portal through the EPM. The name of the activity associated with the application. The type associated with the activity. The options are: Start In Progress End Cancel VoiceXML Log Tag CCXML Log Tag Node Entry Module Exit Application Exit All Types Note: If the width of the activity type exceeds the width of this column, then the activity type appears as .... Hover the mouse over the ... to view a tool tip with the complete type name.
Duration
Each application message has a Duration, ActivityName, and LogType field. The Duration field contains the number of seconds that have elapsed since an application message with the same ActivityName and a LogType of Start was received. The message associated with the application. To view the details of the message, click the message text. The EPM opens the Message Details page. The name of a variable defined in the application. The value of the variable named in Variable Name. To filter the report by a particular line item, click this icon at the end of the row.
Message
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Column
Description Experience Portal discards all other active filters and creates an Application report displaying all messages that match the corresponding application name and session ID.
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Field
Description If you select an organization for a custom report, the option to select an application is enabled. Only those applications are listed which belong to the organization.
Report Name
Specify a name for the report. Note: If you have selected an organization in the field above, the selected organization and forward slash character are automatically prefixed to the report name.
Between
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Button
Description format and the same timezone as the EPM. For example, you could enter 10-Mar-2007 16:26:10. The default for this field is the day prior to the current date at time 23:59:59.
Note: The amount of data available for this report depends on the setting for call data records records in the Application Retention Period field in the Report Database Record Data group on the Report Data Configuration page. For example, if this value is set to 14, you can enter a start date that is two weeks prior to the current date. If the value is set to 7, you can only check for the previous week.
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Description
A specific Experience Portal system. If you select this option, only the call sessions handled by the media servers assigned to this system will be shown in the report. Application The options are: All applications. This is the default. A specific application name. Note: This filter only works for applications compiled with Orchestration Designer 4.0 or later. more >> Displays the rest of the optional report filters. Note: The rest of the fields in this group do not display until you click this link. Level The severity level of the application message. The options are: Fatal Error Warning Info All the levels are selected by default. Node ID The module and node identifiers in the format [Module Id]:Node Id, where Module Id is only specified if it is not the same as the application name. For example, if the application name is CollectTicketInfo and it contains the CollectTicketInfo module with the node StartTicket and the GetPayment module with the node StartPay, you would specify them as :StartTicket and GetPayment:StartPay. The session ID assigned by the MPP. Note: This field is case-sensitive. Session Label/UCID Activity Name The session label assigned to the application in Orchestration Designer or the Universal Call Identifier (UCID) assigned when the application was added to Experience Portal through the EPM. The name of the activity associated with the application.
Session ID
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Field or Link
Description Note: To exclude the system generated call flow data from the Application Summary report, set the Activity Name filter to ~Framework.
Activity Type
The options are: Start In Progress End Cancel VoiceXML Log Tag CCXML Log Tag Node Entry Module Exit Application Exit All Types All the activity types are selected by default.
Activity Duration
Each application message has a Duration, ActivityName, and LogType field. The Duration field contains the number of seconds that have elapsed since an application message with the same ActivityName and a LogType of Start was received. Note: The duration is measured in full seconds. If the duration is less than one full second, it is represented as a 0 (zero) in this report. Select a duration from the drop-down list and then, enter a time in seconds. The options are: All Durations Less Than <specified number of seconds> Equal To <specified number of seconds> Greater Than <specified number of seconds> For example, if you want to view all instances when the activity named Call_Survey lasted for more than five minutes, you would enter Call_Survey in the Activity Name field, select Greater Than from the Activity Duration drop-down list, then enter 300 in the seconds field. The default is All Durations.
Activity Message
All or part of the activity message that you want to use as a filter. You can specify an explicit string or use the % wildcard character.
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Field or Link
Description For example, to see all logged events whose entire activity message is transaction completed, enter transaction completed in this field.
The name of a variable defined in the application. The value of the variable named in Variable Name. Limits the sessions in this report to those found in the selected custom report. Note: Applies all filters specified in another custom report, except the Date and Time filter. This option helps you to use filters across different custom report types. For example, if you have a custom Application Detail report that shows when blue cars are rented, you can view a Call Summary report that contains only calls on which blue cars were rented. Select a custom report from the drop-down list which includes all available custom reports. Collapses the Optional Filters group.
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This page contains one or more of the following sections, depending on what report types you selected on the Application Summary page: Summary section on page 309 Summary By Activity Level table on page 309 Summary By Activity Message table on page 310 Summary By Activity Name table on page 310 Summary By Activity Type table on page 310 Summary By Call Flow table on page 311 Summary By Variable Name and Value table on page 312
Summary section
Field Total Calls Total Records Description The total number of calls that match the specified filter criteria. The total number of records that match the specified filter criteria. Each call can have any number of records associated with it, depending on what happened during the course of the call and what report types you selected to view in this report.
In addition, this section includes a field for each filter you specified on the Application Summary page. For example, if you selected anything other than All Dates and Times in the Date and Time group, the summary section includes an entry for Time Period.
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Field VoiceXML Log Tag CCXML Log Tag Node Entry Module Exit Application Exit All Types Call Count Total Count
Description
The number of calls during which the given activity type was logged at least once. The total number of times that the given activity type was logged during all calls that match the specified criteria.
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Column or Link
Description overlap, Experience Portal launches the application that appears first on this page. Inbound Default: This application handles all inbound calls made to a number that is not associated with any other application. Outbound: This application handles outbound calls. Note: The Inbound Default option is available only if the media server is MPP.
ASR
If this application uses Automatic Speech Recognition (ASR) resources, this field shows the ASR engine type that will be used. Otherwise it displays No ASR. The languages that can be used by this application for ASR activities. If this application uses Text-to-Speech (TTS) resources, this field shows the TTS engine type that will be used. Otherwise it displays No TTS. The languages and voices that can be used by this application for TTS activities. Opens a page that displays the configurable application variable defined in the application. You can use this page to change these configurable application variables. Opens the Add Application page. Deletes the applications whose associated Selection check box is checked.
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To restore the default settings for all the fields, click Reset All to Default .
Confidence Threshold
Sensitivity Level
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Description The maximum number of recognition results that the ASR engine can return. Enter a number in the range 1 to 100. The default is 1. The maximum number of seconds that the VoiceXML browser should wait for the application server to return the requested page. Select the output mode for a media track. The options are: AudioSelects the audio track for playback. VideoSelects the video track for playback. Audio/VideoSelects the audio and video tracks for playback.
Fetch Timeout
Output Modes
Maximum Recording The maximum recording time allowed. Duration If recording time exceeds the limit, event message containing this information is sent. Enter a number in the range 0 to 65535. The default is 10800. Maximum Cache Age section Document The maximum length of time that a document can be in the cache before the application considers it to be stale and forces the MPP to download the document again. Enter a whole number of seconds in this field. The default is 3600. The maximum length of time that an utterance can be in the cache before the application considers it to be stale and forces the MPP to download the utterance again. Enter a whole number of seconds in this field. The default is 3600. Note: This value is the same as the Maximum Grammar Cache Age application parameter, and Experience Portal uses it in conjunction with the Maximum Grammar Staleness and Minimum Grammar Freshness Time application parameters in order to determine whether to force the MPP to download the utterance again. For details, see Add Application page field descriptions on page 277. Audio The maximum length of time that an audio file can be in the cache before the application considers it to be stale and forces the MPP to download the audio file again. Enter a whole number of seconds in this field. The default is 3600. The maximum length of time that a script can be in the cache before the application considers it to be stale and forces the MPP to download the script again.
Grammar
Script
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Field
Description Enter a whole number of seconds in this field. The default is 3600.
Data
The maximum length of time that data can be in the cache before the application considers it to be stale and forces the MPP to download the data again. Enter a whole number of seconds in this field. The default is 3600.
Cache section Total Size The maximum size for the AVB cache. Once this size is reached, Experience Portal cleans the cache until size specified in the Low Water field is reached. The default is 40. The size that you want the AVB cache to be after it is cleaned. The default is 10. The maximum individual file size to cache. This field has to be less than Total Size value. File that exceeds the size limit is not fetched. Enter a value in the range 0 to 65535. The default is 4 MB. You should obtain the lock before reading or writing files in the cache. If the lock is not available, the entry expiration time is used to periodically check its availability. Enter a value in the range 0 to 65535. The default is 5 seconds.
Interpreter section Maximum Documents The maximum number of pages that the AVB can access in a single session. Enter a number between 250 and 10000. The default is 500. The maximum number of scripting context threads that can be stored simultaneously in the AVB. Enter a number between 1 and 128. The default is 10. Tip: If you set this value too high, your system could run out of memory if the applications initiate an unexpectedly large number of threads. You should specify the highest number of
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Field
Description threads that can run simultaneously without seriously taxing the resources available on the MPP server.
Prevents voice browser from entering into an infinite loop while handling VXML events. If number of entries to event handling function exceeds the limit, the application exits. Enter a number between 1 and 2000. The default is 1000.
INET section Proxy Server Proxy Port If your site uses an INET Proxy server, the fully qualified path to the proxy server. If your site uses an INET Proxy server, the port number for the proxy server. The default is 8000. The options are: Yes: If an application is configured to use https and this option is set to Yes, Experience Portal verifies the connection from the MPP to the application server using the appropriate application certificate. Important: If a suitable certificate cannot be found, the connection to the application server will fail and the application will not run. No: Experience Portal does not verify the connection from the MPP to the application server regardless of the specified application protocol. Connection Persistent Whether a new connection is established for each HTTP request. The options are: Yes: Same connection is used for each HTTP request. No: A new connection is used for each HTTP request. The default is Yes.
SSL Verify
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Field
Description cancels the request and runs the application's default error page. Enter a number between 1 and 65535. The default is 15.
The maximum number of threads that the CCXML browser should use for an asynchronous fetch. Enter a number between 1 and 500. The default is 5.
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Field
Enable
Whether this application is available for use by the Experience Portal system. The default is Yes, which means the application is available. The type of Multipurpose Internet Mail Extensions (MIME) encoding used by this application. The options are: VoiceXML: If selected, Experience Portal displays the VoiceXML URL field. CCXML: If selected, Experience Portal displays the CCXML URL field. CCXML/VoiceXML: If selected, Experience Portaldisplays the VoiceXML URL and the CCXML URL fields. Note: Additional type options may be available if you have installed managed application on Experience Portal. For more information on managed application type, see the documentation delivered with the managed application.
Type
URI group
Field Type Description The options are: Single: The only application server that handles the calls. Fail Over: Allows you to add two URLs to handle a fail over: URL 1: The primary application that handles the calls URL 2: The application that handles the calls upon the failure of the primary application. Load Balance: Allows you to add two URLs for load balancing purpose. The URLs are also used for failover. For instance, if URL 2 fails, URL1 handles all calls.
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Description The HTTP path to the root document of the Call Control eXtensible Markup Language (CCXML) speech application. The URL must be in the format [http:| https:]//domain.name/ subdirectory/startDocument where [http:|https:] indicates whether the URI uses normal or secure HTTP protocol. Note: You must specify a URL that begins with https: if you want Experience Portal to use a secure connection between the MPP and the application server. domain.name is the fully qualified domain name or the IP address of the server on which the application resides. You can use a relative path for your domain name or a fully qualified domain name. subdirectory is an optional subdirectory or series of subdirectories on the application server. startDocument is the first page that the CCXML-compliant speech application should load. The extension on this document will typically be ccxml, htm, html, jsp, or xml. For example, vpmenu.html or vpmenu.jsp?gtype=vxml-srgsavaya-ibm. Note: Experience Portal uses the OktopousTM ccXML Interpreter. The CCXML URL field is not applicable for AMS.
VoiceXML URL
The HTTP path to the root document of the VoiceXML speech application. The URL must be in the format [http:| https:]//domain.name/ subdirectory/startDocument where [http:|https:] indicates whether the URI uses normal or secure HTTP protocol.
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Field
Description Note: You must specify a URL that begins with https: if you want Experience Portal to use a secure connection between the MPP and the application server. domain.name is the fully qualified domain name or the IP address of the server on which the application resides. You can use a relative path for your domain name or a fully qualified domain name. subdirectory is an optional subdirectory or series of subdirectories on the application server. startDocument is the first page that the VoiceXML-compliant speech application should load. The extension on this document will typically be htm, html, jsp, vxml, or xml. For example, vpmenu.html or vpmenu.jsp?gtype=vxml-srgsavaya-ibm.
Verify
Instructs Experience Portal to open the associated root document in a new browser window. If the document cannot be found, the new browser window displays a file not found error. Note: Verify is not displayed if the URL(s) contains a secure HTTP protocol (https:), and the Mutual Certificate Authentication field is set to Yes.
Enables mutual certificate authentication between the MPP and the application. Important: Do not enable this option if your application uses external grammars stored on the application server. The speech servers do not support mutual certificate authentication and therefore will not fetch the grammar from the application server. If you select this option ensure that:
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Field
Description The application server is configured to support mutual configuration and the MPP certificate is installed on the application server. The application certificate is installed on the MPP. Experience Portal allows you to add and view the application certificate from the Security>Certificates>Trusted Certificates page in EPM. The URLs use secure HTTP protocol (https).
Basic Authentication
Enables user name and password authentication between the MPP and the application. Ensure that the application server is configured to support basic configuration. Important: Do not enable this option if your application uses external grammars stored on the application server and uses a Nuance speech server, as Nuance does not support basic authentication. If you select the Basic Authentication option, Experience Portal displays: User name field: The name used to authenticate the MPP and the application. Note: The user name must not contain the : character. Password field: The password used to authenticate the MPP and the application. Note: You can select both Mutual Certificate Authentication and Basic Authentication options.
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Description
No ASR : This application does not use ASR resources. The engine type associated with the ASR server to use for this application. The available engine types depend on the ASR servers on the Experience Portal system. If you select an engine type, Experience Portal displays the Languages field. Languages If an ASR engine is selected, this field displays the languages configured for the ASR servers of that engine type on the Experience Portal system. Select one or more languages for this application. Your selections must match exactly the ASR language defined in the speech application. Use Ctrl+Click and Shift+Click to make more than one selection from this list. The first selected language becomes the default for this application. Note: You can switch languages within a single speech application, provided all the required languages are configured on the same ASR server. If a speech application is configured to use more languages than are configured for any single ASR server, Experience Portal sends a No ASR Resource exception to the application. What happens then depends on the event handler that the application uses. TTS If this application uses Text-to-Speech (TTS) resources, this field lets you select the TTS engine type that will be used. The options are: No TTS: This application does not use TTS resources The engine type associated with the TTS server to use for this application. The available options depend on the TTS servers on the Experience Portal system. If you select an engine type, Experience Portal displays the Voices field. Voices If a TTS engine is selected, this field displays the voices configured for the TTS servers of that engine type on the Experience Portal system. Select one or more default voices for this application. Your selections must match exactly the TTS voice defined in the speech application. Use Ctrl+Click and Shift+Click to make more than one selection from this list. The first selected voice becomes the default for this application. Note: You can switch languages within a single speech application, provided all the required languages are configured on the same TTS server. If a speech application is configured to use more language/voice combinations than are configured for any single TTS server, Experience Portal sends a No TTS Resource exception to the application. What happens then depends on the event handler that the application uses.
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Called URI
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Field or Button
Description You can use any valid regular expression wildcards such as: ? to represent a single character * to represent multiple characters If you selected any other number type, this field is not available.
Add
Associates the number, range of numbers, or URI with the application. After you click Add, the specified number, range of numbers, or URI appears in the display text box. Displays all the DNIS numbers and URIs that are mapped to this speech application. Select an individual entry in this list by clicking on it, or use Ctrl+Click and Shift+Click to select multiple entries. Removes the association between the selected entries in the display text box and the application.
Remove
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Field
Description Note: If you are using Orchestration Designer, see the Confidence field description in your Orchestration Designer documentation.
Sensitivity Level
How loud an utterance must be for the ASR engine to start speech recognition. Enter a number from 0.0 to 1.0. The higher the sensitivity level, the lower the input volume required to start speech recognition. This value is mapped to whatever scale the ASR engine uses to compute the sensitivity level for speech recognition. Note: If you are using Orchestration Designer, refer to the Nodes and Palette Options chapter in the DD Developer's Guide for more information on the Sensitivity field description.
The balance between speed of recognition and accuracy of recognition. Enter a number from 0.0 to 1.0. If you are using ASR servers without MRCP and want to: Decrease the time it takes to recognize an utterance at the expense of recognition accuracy, enter a lower number in this field. Increase the likelihood that an utterance is correctly recognized at the expense of recognition speed, enter a higher number in this field. If you are using ASR servers with MRCP and want to: Decrease the time it takes to recognize an utterance at the expense of recognition accuracy, enter a higher number in this field. Increase the likelihood that an utterance is correctly recognized at the expense of recognition speed, enter a lower number in this field. This value is mapped to whatever scale the ASR engine uses to compute the balance between speed and accuracy of recognition. Note: If you are using Orchestration Designer, see the Speed vs. Accuracy field description in your Orchestration Designer documentation.
The maximum number of recognition results that the ASR engine can return. For Nuance and IBM WVS, enter a number from 1 to 100. For Loquendo, enter a number from 1 to 10. Note: If you are using Orchestration Designer, see the N-Best input form field description in your Orchestration Designer documentation.
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Description The number of milliseconds the system waits for a caller to respond after the prompt is finished playing and before the system throws a No Input event. For Nuance, Loquendo and IBM WVS, enter an integer value in the range 0 to 65535. Note: If you are using Orchestration Designer, see the Timeout field on the Prompt main tab in your Orchestration Designer documentation.
Recognition The number of milliseconds the system allows the caller to continue Timeout speaking before the system ends the recognition attempt and throws a maxspeechtimeout event. For Nuance, Loquendo and IBM WVS, enter an integer value in the range 0 to 65535. Note: This field corresponds to the Maximum Speech field in your VoiceXML application. For more information, see your Orchestration Designer documentation. Speech Complete Timeout The number of milliseconds of silence required following user speech before the speech recognizer either accepts it and returns a result or reject it and returns a No Match event. Enter an integer in this field. For Nuance and IBM WVS, enter a value in the range 0 to 65535. For Loquendo, enter a value in the range 300 to 10000. This value is used when the recognizer currently has a complete match of an active grammar, and specifies how long it should wait for more input declaring a match. By contrast, the incomplete timeout is used when the speech is an incomplete match to an active grammar. Tip: Take care when setting this property. If you set the number too high, it can slow down system response time, even for successful recognitions. If you set the number too low, it can lead to an utterance being cut off prematurely. Reasonable values for this property are usually in the range of 5000 to 15000 milliseconds. Speech Incomplete Timeout The number of milliseconds of silence following user speech after which a recognizer finalizes a result. Enter an integer in this field. For Nuance and IBM WVS, enter a value in the range 0 to 65535. For Loquendo, enter a value in the range 300 to 10000. The incomplete timeout applies when the speech prior to the silence is an incomplete match of all active grammars. In this case, once the timeout is triggered, the speech recognizer rejects the partial result and returns a No Match event.
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Field
Description Tip: Take care when setting this property. If you set the number too high, it can slow down system response time, even for successful recognitions. If you set the number too low, it can lead to an utterance being cut off prematurely. This property is usually set lower than the Speech Complete Timeout but high enough to allow for callers to pause midutterance. Note: If you are using Orchestration Designer, see the Timeout Incomplete field description in your Orchestration Designer documentation.
The maximum length of time that an utterance can be in the cache before the application considers it to be stale and forces the MPP to download the utterance again. Enter a whole number of seconds in this field. When determining whether an utterance is stale or not, the application adds this time together with the value specified in the Maximum Grammar Staleness field and compares that to the age of the utterance plus the value in the Minimum Grammar Freshness Time field. The maximum grammar cache age plus the maximum grammar staleness time must be greater than or equal to the age of the utterance plus the minimum grammar freshness time. For example, if the: Maximum grammar cache age is 60 Maximum grammar staleness is 20 Current utterance has been cached for 45 seconds. Minimum grammar freshness time is 30 Then the application will accept the utterance from the MPP because the expression 60 + 20 > 45 + 30 evaluates as True. Note: For the purposes of this calculation, if the maximum grammar staleness field is blank, that is the same as setting it to infinity. In that case, the application will always accept the cached utterance from the MPP because the maximum grammar cache age plus infinity will always be greater than the utterance age plus the minimum grammar freshness time.
The minimum length of time beyond an utterances current age for which the utterance must remain fresh to be accepted by the application. Enter a whole number of seconds in this field. The application adds this value to the current age of the utterance and compares the result to the value in the Maximum Grammar Cache Age field plus the value in the Maximum Grammar Staleness field, as described above.
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Description The maximum amount of time beyond the normal expiration time of an utterance that the application server will accept. Enter a whole number of seconds in this field, or leave it blank to instruct the application to always use a cached response of any age. The application adds this value to the value in the Maximum Grammar Cache Age field and compares it to the current age of the utterance plus the value in the Minimum Grammar Freshness Time field, as described in the Maximum Grammar Cache Age field. Any vendor-specific or platform-specific parameters that the ASR server requires to function correctly with this speech application. Note: Contact your speech server provider for details on vendor parameters. These parameters must be in the general formparameter=value. You can include as many parameters as you want. Use semi-colons (; ) to separate multiple entries. For example, you might need to specify:ep.ThresholdSnr=12;Rec.PPR=1
Vendor Parameters
TTS section Prosody Volume The default value for the loudness of the synthesized speech output. Specify one of the following values from the drop-down list or enter a value in the text field. <NONE> default silent x-soft soft medium loud x-loud Note: The text field is enabled only when you select None in the drop-down list. The text field is not displayed if you select Loquendo in the TTS field. Enter a number from 0 to 100, where zero (0) represents no audible output and 100 represents full volume Note: You can set the Prosody Volume to 50 to ensure that:
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Field
Description The TTS resource is properly initialized for the request. All prompts from different speech server with different default volume settings, that include prerecord prompts, are played at the same volume.
Prosody Rate
Experience Portal uses this value to fine tune the default TTS speaking rate relative to the server default. Specify one of the following values from the drop-down list or enter a value in the text field. <NONE> default x-slow slow medium fast x-fast Note: The text field is enabled only when you select None in the drop-down list. The text field is not displayed if you select Loquendo in the TTS field. For IBM WVS servers, enter a number from 70 to 1297. Note: The prosody rate for IBM WVS is based on the speaking rate in words per minute (wpm). For Nuance and Loquendo servers, enter a number from 0 to 100.
Vendor Parameters
Any vendor-specific or platform-specific parameters that the TTS server requires to function correctly with this speech application. Note: Contact your speech server provider for details on vendor parameters. These parameters must be in the general form parameter=value. You can include as many parameters as you want. Use semi-colons (; ) to separate multiple entries. For example, to specify that a Nuance RealSpeak server should use the custom dictionary called mydictionary.dct on a Linux RealSpeak server, you would enter:ssftrs_dict_enable=file:///opt/ ttsdict/mydictionary.dct. For more information, see Adding custom dictionaries for Nuance RealSpeak on page 372.
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Orchestration Designer Application Logging section Minimum Level Determines what messages will be sent by this application through the Application Logging web service. You can view this information in the Application Summary or Application Detail report. The options are: None: Experience Portal ignores all application messages. If this option is selected, this application will not appear in any application reports. Fatal: Experience Portal saves fatal level messages. Error: Experience Portal saves fatal and error level messages. Warning: Experience Portal saves fatal, error, and warning level messages. Info: Experience Portal saves all messages sent by this application. Call Flow Data Sample Rate The percentage of times that this application will generate breadcrumb data when it runs. For example, if this field is set to 25%, then the application will generate breadcrumbs once out of every four times it runs. You can use this field to cut down on application logging if your Experience Portal system is running under a heavy load.
Transcription section Transcriptio The options are: n Enabled Yes: Experience Portal creates a transcription log for each call handled by the application. If you select this option, the rest of the fields in this group become available. No: Experience Portal does not save any transcription or performance data. Transcriptio The percentage of times that this application will generate a transcription log n Sample when it runs. Rate For example, if this field is set to 25%, then the application will generate a transcription log once out of every four times it runs. You can use this field to reduce application logging if your Experience Portal system is running under a heavy load. Performanc e Trace The options are: Yes: Experience Portal creates a performance trace log for each call handled by the application that has an associated transcription log.
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Field
Description Note: This information can be viewed on the Session Details page, which is accessible from the Session Detail Report page. No: Experience Portal does not save performance trace data.
DTMF Data
Determines the information Experience Portal saves in the application's transcription log when a Dual-tone multi-frequency (DTMF) event occurs. The options are: Discard: Experience Portal saves only the DTMF event. Save: Experience Portal saves the DTMF event and its associated data. Note: Only users with the Privacy Manager role are allowed to change the DTMF Data field.
Prompt Data Determines the information Experience Portal saves in the application's transcription log when a prompt event occurs. The options are: Discard: Experience Portal saves only the prompt event. Save: Experience Portal saves the prompt event and its associated data. Note: Only users with the Privacy Manager role are allowed to change the Prompt Data field. TTS Data Determines the information Experience Portal saves in the application's transcription log when a Text-to-Speech (TTS) event occurs. The options are: Discard: Experience Portal saves only the TTS event. Save: Experience Portal saves the TTS event and the first few characters of the TTS data. Note: Only users with the Privacy Manager role are allowed to change the TTS Data field. Speech Data Determines the information Experience Portal saves in the application's transcription log when a speech event occurs.
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Description
Discard: Experience Portal saves only the speech event with no result. Text Only: Experience Portal saves the speech event with the result in text format. Text and Speech: Experience Portal saves the speech event along with a link to the URL that contains the associated WAV file. The system stores each recording as a separate audio file on the MPP. Therefore, if you select this option for a very active application, you could end up with a large number of WAV files in a single directory. This could lead to performance issues over time. Note: Only users with the Privacy Manager role are allowed to change the Speech Data field.
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Field
Description makes it possible to send data in the form of DTMF tones. This option tells Experience Portal to listen for these DTMF tones before starting the VoiceXML application. Note: At run time, the MPP writes the DTMF digit data to the session variable session.telephone.converse_on_data. VoiceXML applications can access this data from that variable. In the case of Orchestration Designer applications, the system writes this data to the vpconverseondata field of the session variable. For more information, see the Orchestration Designer documentation.
Whether this application uses the voice dialog Network Media Service for passing the application starting URI as part of the SIP invitation. Note: For more information, see RFC 4240 at http://www.rfc-archive.org/ getrfc.php?rfc=4240.
A regular expression used to verify the starting URI form the SIP invitation. This is a security parameter used to verity the URI is trusted. If it is blank, then any URI will be accepted. The VoiceXML event handler to use for this application. The options are: <Default>: This application uses the default VoiceXML error handler defined for the Experience Portal system. An error handler name: This application uses a specific error handler instead of the system default. This drop-down lists all VoiceXML error handlers that have been uploaded through the Add VoiceXML Event Handler page.
The CCXML event handler to use for this application. The options are: <Default>: This application uses the default CCXML error handler defined for the Experience Portal system. An error handler name: This application uses a specific error handler instead of the system default. This drop-down lists all CCXML error handlers that have been uploaded through the Add CCXML Event Handler page.
Generate UCID
The Universal Call Identifier (UCID) is an Avaya-proprietary call identifier used to help correlate call records between different systems. Inbound Calls: If the Avaya Communication Manager (CM) passes a UCID to Experience Portal, Experience Portal always uses that UCID regardless of the setting in this field. If, however, CM does not pass a UCID, the Experience Portal MPP server can generate one for the call.
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Description
Yes: If the CM does not pass a UCID to Experience Portal, the MPP server generates a UCID. No: The MPP does not generate a UCID. Transfers & Outbound calls: The options are: Yes: For blind and supervised transfers using the <redirect> CCXML tag, the MPP uses the same UCID as the call being transferred. For Bridge and Outcalls , MPP will generate a new UCID. No: The MPP does not generate a UCID. Operation Mode The SIP header for each call can contain User-to-User Interface (UUI) information that the switch can either pass on as a single block or attempt to parse so that the information can be acted on. This field determines how Experience Portal treats the UUI data. The options are: Service Provider: Experience Portal passes the UUI data as a single block to the application without making any attempt to interpret data. If you select this option, the application must handle the UUI data on its own. Shared UUI: Experience Portal takes the UUI data and parses it into an array of IDs and their corresponding values. It then passes the application both the fully encoded UUI data and the parsed array with only the values still encoded. If you select this option, the UUI data must conform to the Avaya UUI specifications described in User-to-User Interface (UUI) data passed in SIP headers. Transport UCID in Shared Mode If Operation Mode is set to Shared UUI and Generate UCID is set to Yes, this field determines whether Experience Portal encodes the Experience Portal-generated UCID and adds it to the UUI data for all outbound calls. The default is No, which means that a UCID is only passed as part of the UUI information if that UCID was passed to Experience Portal by the application. The maximum length of the UUI data that can be passed in the SIP header. If this length is exceeded and Experience Portal generated a UCID for the call, the UCID is removed from the UUI data. If the result still exceeds this value, or if the UCID was passed to Experience Portal by the application, Experience Portal does not send any UUI data. Instead, it leaves the entire field blank because it has no way to determine what can be left out. Enter an integer between 0 and 2,048, where 0 indicates that Experience Portal should not check the length of the UUI data. The default is 128. Whether this application should detect whether the inbound number is a fax machine.
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Description
Yes: The application should attempt to identify whether the caller is a fax machine and route any fax machine calls to the telephone number specified in Fax Phone Number. No: The application should not attempt to identify whether the caller is a fax machine. The default is No. Fax Phone Number Video Enabled If Fax Detection Enable is set to Yes, this is the telephone number or URI to which fax machines calls should be routed. Whether to enable or disable the support for the video server. The options are: Yes: Enables the video server for a particular application. No: Disables the video server for a particular application. Video Screen Format Select the video screen format. The options are: CIF: Common Intermediate Format. The screen resolution for CIF is 352x288 pixels. QCIF: Quarter CIF. The screen resolution for QCIF is 176x144 pixels. SQCIF: Sub-Quarter CIF. The screen resolution for SQCIF is 128x96 pixels. Video Minimum Picture Interval Video Minimum Picture Interval (MPI) is the time interval used to define the frame rate. MPI uses the CIF, QCIF, and SQCIF formats. Enter a value in the range 1 to 32. The default is 2. For CIF, QCIF and SQCIF, if the value is zero, the screen format is disabled otherwise the frame rate is defined by (29.97/MPI). For example: for value 1 = 30 FPS, for 2 = 15 FPS, and so on.
Important: The following sections are applicable only for Avaya Media Server .
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Field Enable
Description Whether this application is available for use by the Experience Portal system. The default is Yes, which means the application is available. The type of Multipurpose Internet Mail Extensions (MIME) encoding used by this application. Only the ABP VoiceXML type is supported.
Type
URI group
Field VoiceXML URL Description The HTTP path to the root document of the VoiceXML speech application. The URL must be in the format [http:| https:]//domain.name/ subdirectory/startDocument where [http:|https:] indicates whether the URI uses normal or secure HTTP protocol. Note: You must specify a URL that begins with https: if you want Experience Portal to use a secure connection between the MPP and the application server. domain.name is the fully qualified domain name or the IP address of the server on which the application resides. You can use a relative path for your domain name or a fully qualified domain name. subdirectory is an optional subdirectory or series of subdirectories on the application server. startDocument is the first page that the VoiceXML-compliant speech application should load. The extension on this document will typically be htm, html, jsp, vxml, or xml. For example, vpmenu.html or vpmenu.jsp?gtype=vxml-srgsavaya-ibm. Verify Instructs Experience Portal to open the associated root document in a new browser window.
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Field
Description If the document cannot be found, the new browser window displays a file not found error.
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Field
Description
Transcriptio The options are: n Enabled Yes: Experience Portal creates a transcription log for each call handled by the application. If you select this option, the Transcription Sample Rate field in this group becomes available. No: Experience Portal does not save any transcription or performance data. Transcriptio The percentage of times that this application will generate a transcription log n Sample when it runs. Rate For example, if this field is set to 25%, then the application will generate a transcription log once out of every four times it runs. You can use this field to reduce application logging if your Experience Portal system is running under a heavy load.
SIP Account List of available SIP account associations to add to the application. Association
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Column or Button
Description There is no section check box next to: Any Avaya-supplied error handlers, as these error handlers cannot be deleted. The default error handler, even if it is customer-installed. If you want to delete it, specify a new default and then check the Selection check box associated with the old customer-installed default handler.
The name of the event handler file. The options are: <System>: This event handler was installed with Experience Portal. The date and time at which the file was uploaded.
Default
The options are: Current Default: This is the default event handler. Experience Portal uses this event handler for any application that does not have a specific event handler associated with it. <Make Default> link: This is not the current default handler. Click this link to make this the default event handler.
Opens the contents of the error handler in a browser window or saves it to your local machine. Opens the Add CCXML Event Handler page. Deletes the selected event handlers.
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Column or Button
Description box associated with the old customer-installed default event handler prompt.
The name of the event handler prompt file. The options are: <System>: This event handler prompt was installed with Experience Portal. The date and time at which the prompt file was uploaded.
Opens the contents of the error handler in the default player or saves it to your local machine. Opens the Add Event Handler Prompt page. Deletes the selected event handler prompts.
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Description
Current Default: This is the default event handler. Experience Portal uses this event handler for any application that does not have a specific event handler associated with it. <Make Default> link: This is not the current default handler. Click this link to make this the default event handler. Export Add Delete Opens the contents of the error handler in a browser window or saves it to your local machine. Opens the Add VoiceXML Event Handler page. Deletes the selected event handlers.
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Description
<Default>: The servers use the IP address specified in the Host Address field. A specific IP address. Network Address (AppSvr) The IP address the application servers must use to communicate with the MPP. The options are: <Default>: The servers use the IP address specified in the Host Address field. A specific IP address. Maximum Simultaneo us Calls Trace Level The maximum number of calls that this MPP can handle at any one time. It is equivalent to the maximum number of ports that Experience Portal will allocate to this MPP. The options are: Use MPP Settings: The MPP uses the default trace settings specified on the MPP Settings page. Custom: The MPP uses the trace settings specified for the specific MPP. To view these settings, click the server name in the Name column. Add Delete MPP Settings Browser Settings Event Handlers Video Settings VoIP Settings Opens the Add MPP Server page so that you can add a new MPP server. Deletes the selected MPP servers. Opens the MPP Settings page so you can change the global settings for all MPP servers. Opens the Browser Settings page so you can change the global Avaya Voice Browser settings for all MPP servers. Opens the Event Handlers page so you can change the global event handlers and prompts for all MPP servers. Opens the Video Settings page to configure system parameters that affect video. Opens the VoIP Settings page so you can change the global Voice over IP settings for all MPP servers.
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This page contains the: General section on page 345 Report Database Record Data group on page 346 Scheduled Reports group on page 347 Download and Maintenance Schedules group on page 347
General section
This section determines what records Experience Portal downloads from the MPP servers to the Experience Portal database. Experience Portal uses this data to create the call, session, application, and performance reports. If you have: A single Experience Portal system, this database resides on the EPM server. Multiple Experience Portal systems that share an external database, this database resides in a centralized location determined by your sites configuration.
Field Download Session Detail Records The options are: Yes: Experience Portal downloads the Session Detail Records (SDRs). No: The SDRs are not downloaded to the EPM. You can view this data in the MPP logs through the Log Directories page on the MPP Service Menu. This information is the required in order to create the Session Summary report and Session Detail report. Download VoiceXML Log Tags The options are: Yes: Experience Portal downloads the Voice eXtensible Markup Language (VoiceXML) Log tag data. No: The Log tag data is not downloaded to the EPM and will not appear in the application reports. This information is required to view VoiceXML Log tag messages in the Application Summary report and Application Detail report. Download CCXML Log Tags The options are: Yes: Experience Portal downloads the Call Control eXtensible Markup Language (CCXML) Log tag data. No: The Log tag data is not downloaded to the EPM and will not appear in the application reports. This information is required to view CCXML Log Tag messages in the Application Summary report and Application Detail report. Description
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Field
Description Note: The Download CCXML Log Tags field is available in EPM only if the media server is MPP.
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Field
Description Note: This field is available only if Purge Records is set to Yes.
The number of days the EPM retains performance data records. The system purges any data that is older than this setting. Experience Portal uses this data to create the Performance report. Enter a whole number from 0 to 9999. The default is 30. Note: This field is available only if Purge Records is set to Yes.
The number of minutes for the system to use as the periodic interval to collect, average, and store performance data records for the Performance report. Enter a whole number from 0 to 999. The default is 5.
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Description If this field is set to Yes, Experience Portal automatically downloads report data from the MPP servers at regular intervals. The interval is specified in the Download Interval field. You should only select this option if your network can handle the bandwidth required to download the report data while the system is at full capacity. If Periodic Download is Yes, the number of minutes that should elapse between downloads. If this option is set to Yes, Experience Portal downloads the latest data from the MPP servers whenever a user generates a report through the EPM. To create a new download schedule, select the check boxes for the appropriate days of the week on which this download should run. To create a new download schedule, enter the time that the download should start running using a 24-hour clock in the format hh:mm. For example, to set the download time to midnight, enter 00:00. To set the download time to 11:59 p.m., enter 23:59. Saves the new schedule.
Add
Download The current download and maintenance schedules. and You can select individual entries in this list by clicking on them. Maintenanc e Schedules Remove Removes the selected schedules in the Download and Maintenance Schedules display text box.
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IBM WebSphere Voice Server (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)) Nuance - Recognizer
Fix Pack 3
9.0.3
Nuance Speech Server (NSS) version 5.0.3 Note: You must use NSS version 5.0.4 or later.
3.0.13
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Speech Server
Also Required
Note: SWMS version 4.0 is not supported. Loquendo 7.6.0 Loquendo Speech Suite (LSS) 7.0.4 for Linux 7.0.13 for Windows
MRCP support
Speech Server IBM WebSphere Voice Server Nuance - Recognizer Nuance - OSR Loquendo MRCP V1 Support MRCP V1 MRCP V1 MRCP V1 MRCP V1 NA MRCP V2/TCP, and MRCP V2/TLS NA MRCP V2/TCP Note: MRCP V2/TLS is not supported. MRCP V2 Support
SRGS support
Speech Server IBM WebSphere Voice Server Nuance - Recognizer Nuance - OSR Loquendo Yes Yes Yes Yes SRGS support NA Yes NA Yes SRGS format support with SISR tag
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IBM WebSphere Voice Server (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)) Nuance RealSpeak Nuance RealSpeak
Fix Pack 3
4.5
Nuance Speech Server version 5.0.3 Nuance patch for RealSpeak SpeechWorks MediaServer (SWMS) component version 3.1.14 or 3.1.15 Note: SWMS version 4.0 is not supported.
4.0.12
Loquendo
7.4.2
Loquendo Speech Suite (LSS) 7.0.4 for Linux 7.0.13 for Windows
MRCP V1 and MRCP V2/ TCP Note: MRCP V2/TLS is not supported.
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Speech Server
MRCP V2
Nuance Recognizer
ASR: Recognizer 9.0.4 or later TTS: RealSpeak 4.5 with SP1 Speech Server (NSS): 5.0.4 or later TTS: Engine 7.5.2 and SDK 7.4.0 ASR: Engine 7.6.1 and SDK 7.6.0 LSS: 7.0.13 for Windows, 7.0.4 for RH Linux
ASR: Recognizer 9.0.4 or later TTS: RealSpeak 4.5 with Patch 1 and 2 Speech Server (NSS): 5.0.4 or later TTS: Engine 7.5.2 and SDK 7.4.0 ASR: Engine 7.6.1 and SDK 7.6.0 LSS: 7.0.13 for Windows, 7.0.4 for RH Linux
Loquendo
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Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > Speech Servers. 3. Click the ASR tab on the Speech Servers page. 4. For each ASR server that you want to delete, click the Selection check box to the left of the server name in the table. Tip: To delete all servers, click the Selection check box in the header row of the table. This automatically selects all rows in the table. 5. Click Delete. If the server is currently in use, Experience Portal deletes it as soon as it finishes processing any active calls.
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Description Use this Selection check box to select which ASR servers you want to delete. The unique identifier for this ASR server on the Experience Portal system. To change the parameters for an ASR server, click the name of the server in the table. Experience Portal opens the Change ASR Server page. Whether this ASR server is available for use by the Experience Portal system. The network address, or location, of the ASR server.
Engine Type The type of ASR software engine the server uses. MRCP Base Port The MRCP protocol used for allocating the media processing server resources (ASR). The port number on the ASR server to which requests for ASR services are sent. The ASR server must be configured to receive and process requests through this port. The total number of licensed ASR resources that will be used by the Experience Portal system. Experience Portal uses this information to determine the total number of ASR resources available to the Experience Portal system. The languages that the ASR server can recognize. Opens the Add ASR Server page. Deletes the ASR servers whose Selection check box has been checked. Opens the ASR Custom Languages page. Using this page you can add custom languages and their respective language codes to the Automatic Speech Recognition (ASR) servers currently administered on the Experience Portal system. You can also delete the existing custom configured languages and their respective codes.
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SRTP Section on page 362 Configured SRTP List group on page 363 Note: The SRTP and the Configured SRTP List sections are available only if the Transport Protocol field is set to TLS.
General Section
Field Name Description The unique identifier for this ASR server on the Experience Portal system. If you are using a Nuance server, this name must be between 1 and 32 characters. Note: Once you save the ASR server, this name cannot be changed. Enable Whether this ASR server is available for use by the Experience Portal system. The default is Yes, which means the server is available.
Engine Type The type of ASR software engine the server uses. The options are: IBM WVS (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)) Loquendo Nuance Note: If you have installed Avaya Media Server on the system, the only option available is Nuance. The selection of an engine type in this field affects what the EPM displays as the defaults in the Base Port, New Connection per Session, Languages and RTSP URL fields. Note: Once you save the ASR server, this type cannot be changed. Network Address The network address, or location, of the ASR server. This must be a valid network address in the form of a fully qualified hostname or an IP address. When you enter an address in this field, the EPM automatically inserts the address as part of the RTSP URL field. The port number on the ASR server to which requests for ASR services are sent. The default value for this field depends on which engine type and MRCP protocol you select:
Base Port
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Field
Description For IBM WebSphere, the default is port 554 For Loquendo, the default is 554 For Nuance, the default is port 4900 The default port value changes to 5060 if you select MRCPV2 (TCP) protocol and to 5061 for MRCPV2 (TLS) protocol. Important: These values are set to the default port numbers on the respective ASR servers. Unless you have manually changed the default settings on the ASR server, you should not have to change them here.
The total number of licensed ASR resources that will be used by the Experience Portal system. Experience Portal uses this information to determine the total number of ASR resources available to the Experience Portal system. Whether Experience Portal opens a new connection for each call session. If you are using: IBM WVS (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)), the default is Yes Loquendo, the default is No Nuance, the default is No Important: You must use the above settings for this parameter.
Languages
Displays all the languages that ASR servers can use on this system. The selected languages are the ones that this ASR server can recognize. Select an individual entry in this list by clicking on it, or use Ctrl+Click and Shift+Click to select multiple entries. This list is prepopulated with the list of the languages that were available for the designated ASR engine type when Experience Portal was released. It is maintained in a special file on the Experience Portal system and is not automatically updated. You must verify that the languages you select here are actually installed and available on the target ASR server. You can add more languages to this list by clicking Configuration>Speech Servers from the EPM menu and selecting Customize in the ASR tab. Note: If a speech application is configured to use more languages than are configured for any single ASR server, Experience Portal sends a No ASR Resource exception to the application. What happens then depends on the event handler that the application uses.
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Description This field is only shown when you are logged into the EPM using the Avaya Services init account created when the Avaya Service accounts were configured. If you are logged into the EPM using the init account, enter the LDN number for this server as it appears in the Avaya Services database. If an LDN number is not specified for this server, Experience Portal uses the default value (000)000-0000.
MRCP Section
Field Ping Interval Description When a speech application requires ASR resources, the MPP establishes a connection to the ASR server at the beginning of a session. Experience Portal sends periodic "heartbeat" messages to the ASR server to make sure the connection is not terminated prematurely. This field specifies the number of seconds the Experience Portal system waits between heartbeat messages. Enter an integer in this field. The default is 15. The number of seconds to allow for the ASR server to respond to a request for ASR resources before timing out. Enter an integer in this field. The default is 4. The MRCP protocol used for allocating the media processing server resources (ASR). The options are: MRCP V1 MRCP V2 This option is shown only when you select Nuance or Loquendo in the Engine Type field Note: If you have installed Avaya Media Server on the system, the only option available is MRCP V1. The default is MRCP V1. RTSP URL The URL of the Real-Time Streaming Protocol (RTSP) server. The RTSP server is the network remote control for the Experience Portal multimedia servers. The default path depends on: The network address as set in the Network Address field. If you change the network address, the default RTSP URL updates to reflect the change. Which ASR engine type you have selected in the Engine Type field. If you change the engine type, the default RTSP URL updates to reflect the change.
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Field
Description Tip: If you want to change the default URL, make sure you specify the network address and select the ASR engine type first. Otherwise, Experience Portal will overwrite your changes when you enter a new network address or change the engine type.
Transport Protocol
This field is only shown when you select the MRCP V2 protocol under the MRCP section. The transport protocol used for transporting the real-time data. The options are: TCP TLS The default is TCP. The TLS option is shown only when you select Nuance in the Engine Type field. Important: If you select TLS, ensure the TLS certificate is installed on the EPM server. From the EPM main menu, select Security > Certificates > Trusted Certificates to view any currently installed certificates if one is available, or to install a new certificate. Select System Maintenance > Log Viewer to check for speech server connection errors.
Listener Port
This field is only shown when you select the MRCP V2 protocol under the MRCP section. Enter an integer value in the range 1 65535. The default is 5060 if you select MRCPV2 (TCP) protocol and 5061 for MRCPV2 (TLS) protocol.
SRTP Section
Note: This group only appears if the Transport Protocol field is set to TLS.
Field Enable The options are: Yes : This connection uses SRTP. No : This connection does not use SRTP. Encryption Algorithm The options are: AES_CM_128: This connection uses 128 key encryption. None: Messages sent through this connection are not encrypted. Description
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Field
Description
Authenticat The options are: ion HMAC_SHA1_80: Authentication is done with HMAC SHA-1 which uses Algorithm 80 bit key for the authentication. HMAC_SHA1_32: Authentication is done with HMAC SHA-1 which uses 32 bit key for the authentication. RTCP Encryption Enabled The options are: Yes: This connection uses RTP Control Protocol encryption. No: This connection does not use RTP Control Protocol encryption. RTP The options are: Authenticat Yes: This connection uses Real-time Transport Protocol authentication. ion Enabled No: This connection does not use Real-time Transport Protocol authentication. Add Adds the SRTP configuration to the Configured SRTP List.
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General Section
Field Name Description The unique identifier for this ASR server on the Experience Portal system. If you are using a Nuance server, this name must be between 1 and 32 characters. Note: Once you save the ASR server, this name cannot be changed. Enable Whether this ASR server is available for use by the Experience Portal system. The default is Yes, which means the server is available.
Engine Type The type of ASR software engine the server uses. The options are: IBM WVS (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)) Loquendo Nuance Note: If you have installed Avaya Media Server on the system, the only option available is Nuance. The selection of an engine type in this field affects what the EPM displays as the defaults in the Base Port, New Connection per Session, Languages and RTSP URL fields. Note: Once you save the ASR server, this type cannot be changed. Network Address The network address, or location, of the ASR server. This must be a valid network address in the form of a fully qualified hostname or an IP address. When you enter an address in this field, the EPM automatically inserts the address as part of the RTSP URL field. The port number on the ASR server to which requests for ASR services are sent. The default value for this field depends on which engine type and MRCP protocol you select: For IBM WebSphere, the default is port 554 For Loquendo, the default is 554 For Nuance, the default is port 4900 The default port value changes to 5060 if you select MRCPV2 (TCP) protocol and to 5061 for MRCPV2 (TLS) protocol.
Base Port
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Field
Description Important: These values are set to the default port numbers on the respective ASR servers. Unless you have manually changed the default settings on the ASR server, you should not have to change them here.
The total number of licensed ASR resources that will be used by the Experience Portal system. Experience Portal uses this information to determine the total number of ASR resources available to the Experience Portal system. Whether Experience Portal opens a new connection for each call session. If you are using: IBM WVS (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)), the default is Yes Loquendo, the default is No Nuance, the default is No Important: You must use the above settings for this parameter.
Languages
Displays all the languages that ASR servers can use on this system. The selected languages are the ones that this ASR server can recognize. Select an individual entry in this list by clicking on it, or use Ctrl+Click and Shift+Click to select multiple entries. This list is prepopulated with the list of the languages that were available for the designated ASR engine type when Experience Portal was released. It is maintained in a special file on the Experience Portal system and is not automatically updated. You must verify that the languages you select here are actually installed and available on the target ASR server. You can add more languages to this list by clicking Configuration>Speech Servers from the EPM menu and selecting Customize in the ASR tab. Note: If a speech application is configured to use more languages than are configured for any single ASR server, Experience Portal sends a No ASR Resource exception to the application. What happens then depends on the event handler that the application uses.
This field is only shown when you are logged into the EPM using the Avaya Services init account created when the Avaya Service accounts were configured. If you are logged into the EPM using the init account, enter the LDN number for this server as it appears in the Avaya Services database. If an LDN number is not specified for this server, Experience Portal uses the default value (000)000-0000.
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MRCP Section
Field Ping Interval Description When a speech application requires ASR resources, the MPP establishes a connection to the ASR server at the beginning of a session. Experience Portal sends periodic "heartbeat" messages to the ASR server to make sure the connection is not terminated prematurely. This field specifies the number of seconds the Experience Portal system waits between heartbeat messages. Enter an integer in this field. The default is 15. The number of seconds to allow for the ASR server to respond to a request for ASR resources before timing out. Enter an integer in this field. The default is 4. The MRCP protocol used for allocating the media processing server resources (ASR). The options are: MRCP V1 MRCP V2 MRCPv2 option is shown only when you select Nuance or Loquendo in the Engine Type field. Note: If you have installed Avaya Media Server on the system, the only option available is MRCP V1. The default is MRCP V1. RTSP URL The URL of the Real-Time Streaming Protocol (RTSP) server. The RTSP server is the network remote control for the Experience Portal multimedia servers. The default path depends on: The network address as set in the Network Address field. If you change the network address, the default RTSP URL updates to reflect the change. Which ASR engine type you have selected in the Engine Type field. If you change the
Response Timeout
Protocol
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Field
Description engine type, the default RTSP URL updates to reflect the change. Tip: If you change the default URL, make sure you specify the network address and select the ASR engine type first. Otherwise, Experience Portal will overwrite your changes when you enter a new network address or change the engine type.
Transport Protocol
This field is only shown when you select the MRCP V2 protocol under the MRCP section. The transport protocol used for transporting the real-time data. The options are: TCP TLS The default is TCP. The TLS option is shown only when you select Nuance in the Engine Type field. Important: If you select TLS, ensure the TLS certificate is installed on the EPM server. From the EPM main menu, select Security > Certificates > Speech Server Certificates to view any currently installed certificates if one is available, or to install a new certificate. Select System Maintenance > Log Viewer to check for speech server connection errors.
Listener Port
This field is only shown when you select the MRCP V2 protocol under the MRCP section. Enter an integer value in the range 1 65535. The default is 5060 if you select MRCPV2 (TCP) protocol and 5061 for MRCPV2 (TLS) protocol.
SRTP Section
Note: This group only appears if the Transport Protocol field is set to TLS.
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Field Enable
Description The options are: Yes: This connection uses SRTP. No: This connection does not use SRTP.
Encryption Algorithm
The options are: AES_CM_128: This connection uses 128 key encryption. None: Messages sent through this connection are not encrypted.
Authentication Algorithm
The options are: HMAC_SHA1_80: Authentication is done with HMAC SHA-1 which uses 80 bit key for the authentication.. HMAC_SHA1_32: Authentication is done with HMAC SHA-1 which uses 32 bit key for the authentication..
The options are: Yes: This connection uses RTP Control Protocol encryption. No: This connection does not use RTP Control Protocol encryption.
The options are: Yes: This connection uses Real-time Transport Protocol authentication. No: This connection does not use Realtime Transport Protocol authentication.
Add
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Field Remove
Description Removes the association between the SRTP configuration selected in the display text box and the SIP connection.
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2. From the EPM main menu, select System Configuration > Speech Servers. 3. On the TTS tab on the Speech Servers page, click that server name in the Name column. 4. On the Change TTS Server page, enter the appropriate information and click Save. If you logged in using the init account, make sure that the LDN number specified in the LDN field matches the information in the Avaya Services database for this server.
Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > Speech Servers. 3. Go to the TTS tab on the Speech Servers page. 4. For each TTS server that you want to delete, click the Selection check box to the left of the server name in the table. Tip: To delete all servers, click the Selection check box in the header row of the table. This automatically selects all rows in the table. 5. Click Delete. If the server is currently in use, Experience Portal deletes it as soon as it finishes processing any active calls.
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Procedure
1. Create the custom dictionaries, as described in the Nuance RealSpeak documentation. For ease of maintenance, you must use the text-based dictionary type (DCT or TDC files) rather than the binary dictionary (BDC or DCB files), but you can use either type with Experience Portal. 2. If the user dictionary will be accessed from the application server through HTTP, you need to map the dictionary extensions you are using to the appropriate MIME type: a) On each Nuance RealSpeak HTTP server, open the mime.types file. The default file location on Linux is in the /etc/ directory and the default location on Windows is in the C:\Program Files\Apache Group\Apache \conf directory. b) Add the following lines to this file to associate text and binary dictionaries with the proper file extensions: application/edct-text-dictionary dct tdc application/edct-bin-dictionary dcb bdc c) Save and close the file. d) Upload the custom dictionaries as described in the Nuance RealSpeak documentation.
Next steps
Associate the dictionary with the application. Related topics: Associating a custom dictionary with an application through Avaya Aura Experience Portal on page 373 Associating a custom dictionary with an application using the lexicon tag on page 373
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Associating a custom dictionary with an application through Avaya Aura Experience Portal
Procedure
1. Follow the steps described in Adding a speech application to Experience Portal on page 252 or Changing speech application settings through Avaya Aura Experience Portal on page 253. 2. When you get to the TTS section in the Speech Parameters group, go to the TTS field and: If your RealSpeak server is on Linux, add the ssftrs_dict_enable=file:///opt/ttsdict/<dictionary name>.<extension> parameter. If your RealSpeak server is on Windows, add the ssftrs_dict_enable=file://<drive>/<full path>/ <dictionary name>.<extension> parameter. 3. When you are finished adding or changing your application, click Save.
Example
On Windows, if your dictionary was stored in a file called C:/custom/ttsdict/ my_dictionary.dct, you would specify ssftrs_dict_enable=file://C:/custom/ ttsdict/my_dictionary.dct. Associating a custom dictionary with an application using the lexicon tag
Procedure
If you are using: Linux, add the tag using the format <lexicon uri="file:///<fully qualified
file path>/<filename>.<extension>/">
Example
On Windows you could specify:
<prompt bargin="false"> <lexicon uri="file://c:/mydictionary.dct/"> Welcome to Avaya Inc. </prompt>
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The [Data] sections contain the abbreviations or phonetic expressions you want to add to your custom dictionary.
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Orthographic Example (y)es (wh)y (r)ip (l)ip (p)it (t)op (c)at (b)it (d)ig (g)ot ()illness (f)at (th)in (s)eal (sh)ip (v)at (th)en (z)eal lei(s)ure#'li.Z$R+# (h)at ca(tch) (j)ourney (m)an (n)ut ri(ng) syllable break 'primary stress
Phonetic Example #'jEs# #'wa&I# #'R+Ip# #'lIp# #'pIt# #'tAp# #'k@t# #'bIt# #'dIg# #'gAt# #'?Il.nIs# #'f@t# #'TIn# #'sil# #'SIp# #'v@t# #'DEn# #'zil#
'2 \ # _
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Phonetic Symbols *. * *! *? *; *:
Orthographic Example end of declarative comma end of exclamation end of question semicolon colon
Phonetic Example
Engine Type The type of TTS software engine the server uses. MRCP Base Port The MRCP protocol used for allocating the media processing server resources (TTS). The port number on the TTS server to which requests for TTS services are to be sent. The TTS server must be configured to receive and process requests through this port. The total number of licensed TTS resources that is used by the Experience Portal system.
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Description Experience Portal uses this information to determine the total number of TTS resources available to the Experience Portal system. The voices that this TTS server is configured to use. Opens the Add TTS Server page. Deletes the TTS servers whose Selection check box has been checked. Opens the TTS Custom Voices page. Using this page you can add custom voices and their respective language codes to the Text-to-Speech (TTS) servers currently administered on the Experience Portal system. You can also delete the existing custom configured voices and their respective language codes.
General Section
Field Name Description The unique identifier for this TTS server on the Experience Portal system. If you are using a Nuance server, this name must be between 1 and 32 characters. Note: You cannot change this name once you save the TTS server. Enable Whether this TTS server is available for use by the Experience Portal system. The default is Yes, which means the server is available.
Engine Type The type of TTS software engine the server uses. The options are:
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Field
Description IBM WVS (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)) Loquendo Nuance Note: If you have installed Avaya Media Server on the system, the only option available is Nuance. The selection of an engine type in this field affects what the EPM displays as the defaults in the Base Port, New Connection per Session, Voices and RTSP URL fields as well. Note: Once you save the TTS server, this engine type cannot be changed.
Network Address
The network address, or location, of the TTS server you want to use. This must be a valid network address in the form of a fully qualified hostname or an IP address. When you enter a network address in this field, the EPM automatically inserts the address as part of the RTSP URL field. The port number on the TTS server to which requests for TTS services are to be sent. The value for this field depends on the selected engine type and the MRCP protocol: For IBM WebSphere, the default is port 554 For Loquendo, the default is 554 For Nuance, the default is port 4900 The default port value changes to 5060 if you select MRCPV2 (TCP) protocol and to 5061 for MRCPV2 (TLS) protocol. Important: These values are set to the default port numbers on the respective TTS servers. Unless you have manually changed the default settings on the TTS server, you should not have to change them here.
Base Port
The total number of licensed TTS resources that is used by the Experience Portal system. Experience Portal uses this information to determine the total number of TTS resources available to the Experience Portal system. Whether Experience Portal establishes a new connection on the TTS server for each call session.
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Description
IBM WVS (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)), set this to Yes Loquendo, set this to No Nuance, set this to No Voices Displays all the voices that TTS servers can use on this system. The selected voices are the ones that this TTS server is configured to use. Select an individual entry in this list by clicking on it, or use Ctrl+Click and Shift+Click to select multiple entries. This list is prepopulated with the list of the voices that were available for the designated TTS engine type when Experience Portal was released. It is maintained in a special file on the Experience Portal system and is not automatically updated. You must verify that the voices you select here are actually installed and available on the target TTS server. You can add more voices to this list by clicking Configuration>Speech Servers from the EPM menu and selecting Customize in the TTS tab. Note: If a speech application is configured to use more language/voice combinations than are configured for any single TTS server, Experience Portal sends a No TTS Resource exception to the application. What happens then depends on the event handler that the application uses. Listed Directory Number (LDN) This field is only shown when you are logged into the EPM using the Avaya Services init account created when the Avaya Service accounts were configured. If you are logged into the EPM using the init account, enter the LDN number for this server as it appears in the Avaya Services database. If an LDN number is not specified for this server, Experience Portal uses the default value (000)000-0000.
MRCP Section
Field Ping Interval Description When a speech application requires TTS rendering, the MPP establishes a connection to the TTS server at the beginning of a session. Experience Portal sends periodic "heartbeat" messages to the TTS server to make sure the connection is not terminated prematurely. This field specifies the number of seconds the Experience Portal system waits between the heartbeat messages. Enter an integer in this field. The default is 15. Note: The value specified in this field does not affect TTS timeout.
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Field
Description
Response Timeout An integer value specifying the number of seconds to wait for the TTS server to respond to a request for TTS before timing out. The default is 4. Protocol The MRCP protocol used for allocating the media processing server resources (TTS). The options are: MRCP V1 MRCP V2 MRCPv2 option is shown only when you select Nuance or Loquendo in the Engine Type field. Note: If you have installed Avaya Media Server on the system, the only option available is MRCP V1. The default is MRCP V1. RTSP URL The URL of the Real-Time Streaming Protocol (RTSP) server. The RTSP server is the network remote control for the Experience Portal multimedia servers. The default path depends on which TTS engine type you select in the Engine Type field. If you change the Engine Type, this field also changes to a new default. To change the default path, first select the TTS engine type and then overwrite the default value in this field.
Transport Protocol This field is only shown when you select the MRCP V2 protocol under the MRCP section. The transport protocol used for transporting the real-time data. The options are: TLS TCP The default is TCP. The TLS option is shown only when you select Nuance in the Engine Type field. Important: If you select TLS, ensure the TLS certificate is installed on the EPM server. From the EPM main menu, select Security > Certificates >Trusted Certificates to view any currently installed certificates if one is available, or to install a new certificate. Select System Maintenance > Log Viewer to check for speech server connection errors. Listener Port This field is only shown when you select the MRCP V2 protocol under the MRCP section. Enter an integer value in the range 1 65535. The
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Field
Description default is 5060 if you select MRCPV2 (TCP) protocol and 5061 for MRCPV2 (TLS) protocol.
SRTP Section
Note: This group only appears if the Transport Protocol field is set to TLS..
Field Enable Description The options are: Yes : This connection uses SRTP. No : This connection does not use SRTP. Encryption Algorithm The options are: Yes : AES_CM_128: This connection uses 128 key encryption. No : None: Messages sent through this connection are not encrypted. Authentication Algorithm The options are: HMAC_SHA1_80: Authentication is done with HMAC SHA-1 which uses 80 bit key for the authentication. HMAC_SHA1_32: Authentication is done with HMAC SHA-1 which uses 32 bit key for the authentication. RTCP Encryption Enabled The options are: Yes: This connection uses RTP Control Protocol encryption. No: This connection does not use RTP Control Protocol encryption. RTP Authentication Enabled The options are: Yes: This connection uses Real-time Transport Protocol authentication. No: This connection does not use Realtime Transport Protocol authentication. Add Adds the SRTP configuration to the connection.
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General Section
Field Name Description The unique identifier for this TTS server on the Experience Portal system. If you are using a Nuance server, this name must be between 1 and 32 characters. Note: You cannot change this name once you save the TTS server. Enable Whether this TTS server is available for use by the Experience Portal system. The default is Yes, which means the server is available.
Engine Type The type of TTS software engine the server uses. The options are: IBM WVS IBM WVS (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)) Loquendo Nuance
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Field
Description Note: If you have installed Avaya Media Server on the system, the only option available is Nuance. The selection of an engine type in this field affects what the EPM displays as the defaults in the Base Port, New Connection per Session, Voices and RTSP URL fields as well. Note: Once you save the TTS server, this engine type cannot be changed.
Network Address
The network address, or location, of the TTS server you want to use. This must be a valid network address in the form of a fully qualified hostname or an IP address. When you enter a network address in this field, the EPM automatically inserts the address as part of the RTSP URL field. The port number on the TTS server to which requests for TTS services are to be sent. The value for this field depends on the selected engine type and the MRCP protocol: For IBM WebSphere, the default is port 554 For Loquendo, the default is 554 For Nuance, the default is port 4900 The default port value changes to 5060 if you select MRCPV2 (TCP) protocol and to 5061 for MRCPV2 (TLS) protocol. Important: These values are set to the default port numbers on the respective TTS servers. Unless you have manually changed the default settings on the TTS server, you should not have to change them here.
Base Port
The total number of licensed TTS resources that is used by the Experience Portal system. Experience Portal uses this information to determine the total number of TTS resources available to the Experience Portal system. Whether Experience Portal establishes a new connection on the TTS server for each call session. If you are using: IBM WVS IBM WVS (permissive use only as per the Avaya End of Sales notice for IBM Websphere Voice Server (WSVS 5)), set this to Yes Loquendo, set this to No Nuance, set this to No
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Field
Description Important: You must use the above settings for this parameter.
Voices
Displays all the voices that TTS servers can use on this system. The selected voices are the ones that this TTS server is configured to use. Select an individual entry in this list by clicking on it, or use Ctrl+Click and Shift+Click to select multiple entries. This list is prepopulated with the list of the voices that were available for the designated TTS engine type when Experience Portal was released. It is maintained in a special file on the Experience Portal system and is not automatically updated. You must verify that the voices you select here are actually installed and available on the target TTS server. You can add more voices to this list by clicking Configuration>Speech Servers from the EPM menu and selecting Customize in the TTS tab. Note: If a speech application is configured to use more language/voice combinations than are configured for any single TTS server, Experience Portal sends a No TTS Resource exception to the application. What happens then depends on the event handler that the application uses.
This field is only shown when you are logged into the EPM using the Avaya Services init account created when the Avaya Service accounts were configured. If you are logged into the EPM using the init account, enter the LDN number for this server as it appears in the Avaya Services database. If an LDN number is not specified for this server, Experience Portal uses the default value (000)000-0000.
MRCP Section
Field Ping Interval Description When a speech application requires TTS rendering, the MPP establishes a connection to the TTS server at the beginning of a session. Because there is no way to know when the connection will be used during the session, Experience Portal sends periodic "heartbeat" messages to the TTS server to make sure the connection is not terminated prematurely. This field specifies the number of seconds the Experience Portal system waits between the heartbeat messages. Enter an integer in this field. The default is 15.
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Field
Description Note: The value specified in this field does not affect TTS timeout.
Response Timeout
An integer value specifying the number of seconds to wait for the TTS server to respond to a request for TTS before timing out. The default is 4. The MRCP protocol used for allocating the media processing server resources (TTS). The options are: MRCP V1 MRCP V2 MRCPv2 option is shown only when you select Nuance or Loquendo in the Engine Type field. Note: If you have installed Avaya Media Server on the system, the only option available is MRCP V1. The default is MRCP V1.
Protocol
RTSP URL
The URL of the Real-Time Streaming Protocol (RTSP) server. The RTSP server is the network remote control for the Experience Portal multimedia servers. The default path depends on which TTS engine type you select in the Engine Type field. If you change the Engine Type, this field also changes to a new default. To change the default path, first select the TTS engine type and then overwrite the default value in this field. This field is only shown when you select the MRCP V2 protocol under the MRCP section. The transport protocol used for transporting the real-time data. The options are: TCP TLS The default is TCP. The TLS option is shown only when you select Nuance in the Engine Type field. Important: If you select TLS, ensure the TLS certificate is installed on the EPM
Transport Protocol
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Field
Description server. From the EPM main menu, select Security > Certificates > Speech Server Certificates to view any currently installed certificates if one is available, or to install a new certificate. Select System Maintenance > Log Viewer to check for speech server connection errors.
Listener Port
This field is only shown when you select the MRCP V2 protocol under the MRCP section. Enter an integer value in the range 1 65535. The default is 5060 if you select MRCPV2 (TCP) protocol and 5061 for MRCPV2 (TLS) protocol.
SRTP Section
Note: This group only appears if the Transport Protocol field is set to TLS.
Field Enable Description The options are: Yes : This connection uses SRTP. No : This connection does not use SRTP. Encryption Algorithm The options are: AES_CM_128: This connection uses 128 key encryption. None: Messages sent through this connection are not encrypted. Authentication Algorithm The options are: HMAC_SHA1_80: Authentication is done with HMAC SHA-1 which uses 80 bit key for the authentication. HMAC_SHA1_32: Authentication is done with HMAC SHA-1 which uses 32 bit key for the authentication. RTCP Encryption Enabled The options are:
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Field
Description Yes : This connection uses RTP Control Protocol encryption. No : This connection does not use RTP Control Protocol encryption.
The options are: Yes : This connection uses Real-time Transport Protocol authentication. No : This connection does not use Realtime Transport Protocol authentication.
Add
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Host Address
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Logging in to the Tomcat Manager web interface from Avaya Aura Experience Portal
3. Click Start in the State Commands group and confirm your selection when prompted. 4. After a few minutes, click Refresh and verify that the State is Running.
Logging in to the Tomcat Manager web interface from Avaya Aura Experience Portal
The Experience Portal Manager (EPM) web interface allows you to navigate to the Tomcat Web Application Manager page which allows users to deploy, remove, start and stop applications on the application server.
Procedure
1. Log into the EPM web interface. 2. From the EPM main menu, select System Management > Application Server. 3. Click the host address of the server. Opens a new browser window and displays the login dialog box for the Tomcat Manager web interface. 4. On the Tomcat Manager login page, enter your Tomcat user name in the User Name field. The user name must match an existing Tomcat account name exactly, including case. 5. In the Password field, enter your login password. The password must match the password assigned to the specified user name exactly, including case. 6. Click OK. If your user name and password: Match an authorized Tomcat user account, the Tomcat Web Application Manager page is displayed in a new browser window. Do not match an authorized Tomcat user account, the login dialog box is displayed again.
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Role-based access
managed application may add additional fields to existing EPM pages, or new pages with new fields. A managed application may also add an additional application type during installation. This application type will be available in the EPM>Add Application page as an option in the Type field. For more information about the pages and fields related to managed application, see the documentation delivered with the managed application. Note: You must log in to the EPM web interface on the primary EPM server to perform any managed application related administrative tasks.
Role-based access
The managed application installer may add new features to existing roles or additional roles and features to the EPM. Experience Portal enables you to create custom roles which are based on existing roles and managed application roles. The user roles determine which pages the user can see and what actions the user can perform in EPM. You can create new users and assign them managed application based roles as well as Experience Portal based roles. For more information on roles and features related to managed application, see the documentation delivered with the managed application. Note: The EPM administrator role can access managed application features when the managed application is installed on Experience Portal.
Multi-tenancy
The multi-tenancy feature in Experience Portal allows the configuration data and reports maintained by the Experience Portal Manager (EPM) to be segmented for multiple organizations. Managed applications can take advantage of the multi-tenancy feature and segment their data for multiple organizations. For more information on multi-tenancy, see Organization level access in Avaya Aura Experience Portal on page 93.
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For more information on multi tenancy feature related to managed applications, see the documentation delivered with the managed application.
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Chapter 13: Intelligent Customer Routing (ICR) functionality in Avaya Aura Experience Portal
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ICR related menus, web pages and associated online help are installed and integrated into the EPM by the ICR installer.
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Role-based access
The ICR installer adds new features to existing roles and an additional role to the EPM. Experience Portal enables you to create custom roles which are based on existing roles and managed application roles. The user roles determine which pages the user can see and what actions the user can perform in EPM. You can create new users and assign them ICR based roles as well as Experience Portal based roles. Note: For more information, see the ICR documentation library posted on the Avaya support site at http://support.avaya.com under the appropriate release in the Intelligent Customer Routing product category. The EPM administrator role can access ICR features when ICR is installed on Experience Portal.
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Multi-tenancy
The multi-tenancy feature in Experience Portal allows the configuration data and reports maintained by the Experience Portal Manager (EPM) to be segmented for multiple organizations. ICR can take advantage of the multi-tenancy feature and segment the data for multiple organizations. For more information on multi-tenancy, see Organization level access in Avaya Aura Experience Portal on page 93.
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Note: For more information, see the ICR documentation library posted on the Avaya support site at http://support.avaya.com under the appropriate release in the Intelligent Customer Routing product category.
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Related topics: <System name> Details tab on the System Monitor page field descriptions on page 230 Summary tab on the System Monitor page field descriptions on page 235
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Description
Active: This Experience Portal system is updating its information in the database on a regular basis. Inactive: A remote Experience Portal system of Type is EP is no longer updating information in the shared database. Click the system name to log into the EPM on that system and troubleshoot the problem locally. Stale: It has been over an hour since this Experience Portal system has updated its summary information in the database. Create an Alarm report to view the error messages generated by the system. Note: If you are using an external database, the time difference between your Experience Portal systems is too great. For more information, see the Time Synchronization between external database and EPM servers topic in the Troubleshooting Avaya Aura Experience Portal guide. Tip: To view the date and time that this state was first reached and on which it was last changed, hover the mouse over this column. Call Capacity This field displays: Current: The number of calls that can be currently handled by the system. Licensed: The number of licenses allocated to this system. Maximum: The maximum number of simultaneous calls that the media servers in this system can handle. This value is obtained by adding together the maximum number of calls set for each of the media servers in the system. This value can be larger than the number of licenses allocated to the system, but it should never be smaller. If it is smaller, then some of your licenses will never be used. Active Calls This field displays: In: The number of active incoming calls in the system Out: The number of active outgoing calls in the system Alarms This field displays one of the following alarm status indicators: Green: There are no active major or critical alarms Yellow: There are one or more active minor alarms Red: There are one or more active major or critical alarms For a system whose Type is EP, you can click any red or yellow alarm indicator to view an associated Alarm report.
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Column
Description To view the alarms for a system whose Type is Remote EP, you must first log into the remote system by clicking the name in the System Name column.
<System name> Details tab on the System Monitor page field descriptions
<System name> Details
The details displayed on this page depend on the media server type that is installed on the Experience Portal system: EPM and MPP details on page 408 EPM and AMS details on page 411
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Column Mode
Description The operational mode of the MPP. The options are: Online: The MPP is available to handle normal call traffic. Offline: The MPP is unavailable to handle any calls and is not being polled by the EPM server. Test: The MPP is available to handle calls made to one of the defined H.323 maintenance stations. Tip: To view the date and time that this mode was first reached, hover the mouse over this column.
State
The operational state of the MPP. The options are: Booting: The MPP is in the process of restarting and is not yet ready to take new calls. Degraded: The MPP is running but it is not functioning at full capacity. Error: The MPP has encountered a severe problem and cannot recover. Halted: The MPP is no longer responding to heartbeats because it received a Halt command. Halting: The MPP is responding to heartbeats but is not taking new calls. Never Used: The MPP has never successfully responded to a heartbeat request. Not Responding: The MPP is not responding to heartbeat requests and it has not received a Restart or Halt command. Rebooting: The MPP is responding to heartbeats but is not taking new calls. Recovering: The MPP has encountered a problem and is attempting to recover. Restart Needed: This state is most often reached when the MPP has encountered a problem that it cannot recover from and it requires a manual restart. However, it can also appear for an MPP when the EPM software has been upgraded and the MPP software has not. In that case, the state should update automatically when you upgrade the MPP software. Running: The MPP is responding to heartbeat requests and is accepting new calls. Starting: The MPP is responding to heartbeats but not taking new calls because it is transitioning from the Stopped state to the Running state.
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Column
Description Stopped: The MPP is responding to heartbeats but is not taking new calls. The MPP enters this state while it initializes after it restarts or when a Stop command is received. Stopping: The MPP is responding to heartbeats but is not taking new calls. Tip: To view the date and time that this state was first reached, hover the mouse over this column.
Active Command
This column is displayed if one or more MPPs are currently in transition from their current state to a new user-requested state. For each transitional MPP, this column displays the requested, or final, state. For any other MPPs in the system, this field displays None. The configuration state of the MPP. The options are: Need ports: The MPP has been configured and is waiting for ports to be assigned. None: The MPP has never been configured. OK: The MPP is currently operating using the last downloaded configuration. Restart needed: The MPP must be restarted to enable the downloaded configuration. Reboot needed: The MPP must be rebooted to enable the downloaded configuration.
Config
Call Capacity
This field displays: Current: The number of calls that can be currently handled by the system. Licensed: The number of licenses allocated to this system. Maximum: The maximum number of simultaneous calls that the MPPs in this system can handle. This value is obtained by adding together the maximum number of calls set for each of the MPPs in the system. Note: This value can be larger than the number of licenses allocated to the system, but it should never be smaller. If it is smaller, then some of your licenses will never be used.
Active Calls
This field displays: In: The number of active incoming calls in the system. Out: The number of active outgoing calls in the system.
Calls Today
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Column Alarms
Description The alarm status indicators for the EPM, each MPP, and the overall Experience Portal system. The options are: Green: There are no active major or critical alarms Yellow: There are one or more active minor alarms Red: There are one or more active major or critical alarms Tip: You can click any red or yellow alarm indicator to view the Alarm report for that system.
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Column
Description Tip: To view the date and time that this mode was first reached, hover the mouse over this column.
State
The operational state of the AMS. The options are: Never Used: The AMS has never successfully responded to a heartbeat request. Not Responding: The AMS is not responding to heartbeat requests and it has not received the Restart command. Starting: The AMS is transitioning from the Stopped state to the Unlocked state. It does not take new calls while transitioning. Stopped: The AMS is stopped. It is not taking new calls. The AMS enters this state while it initializes after it restarts or when a Stop command is received. Stopping: The AMS is stopping and is not taking new calls. Unlocked: The AMS is ready and is accepting new calls. Pending Lock: The AMS is ready and processing current calls but not taking new calls. Locked: The AMS has aborted all current calls and not taking new calls. In Transition: The AMS is transitioning from one state to another and not ready to take calls. Tip: To view the date and time that this state was first reached, hover the mouse over this column.
Active Command
This column is displayed if one or more AMS are currently in transition from their current state to a new user-requested state. For each transitional AMS, this column displays the requested, or final state. For any other AMS in the system, this field displays None. The configuration state of the AMS. The options are: Need ports: The AMS has been configured and is waiting for ports to be assigned. None: The AMS has never been configured. OK: The AMS is currently operating using the last downloaded configuration. Restart needed: The AMS must be restarted to enable the downloaded configuration.
Config
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Description
Current: The number of calls that can be currently handled by the system. Licensed: The number of licenses allocated to this system. Maximum: The maximum number of simultaneous calls that the AMS in this system can handle. This value is obtained by adding together the maximum number of calls set for each of the AMS in the system. Note: This value can be larger than the number of licenses allocated to the system, but it should never be smaller. If it is smaller, then some of your licenses will never be used.
Active Calls
This field displays: In: The number of active incoming calls in the system. Out: The number of active outgoing calls in the system.
The number of calls handled during the current day. The alarm status indicators for the EPM, each AMS, and the overall Experience Portal system. The options are: Green: There are no active major or critical alarms Yellow: There are one or more active minor alarms Red: There are one or more active major or critical alarms Tip: You can click any red or yellow alarm indicator to view the Alarm report for that system.
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Category Administratio n Application Interface WS Application Logger ASR CCXML Browser Event Manager Licensing Listener Media Manager MMS
Description Messages related to administration activities on the Experience Portal Manager (EPM). Messages related to the Application Interface web service. This web service runs on the EPM server and allows customer applications to initiate outbound calls. Messages related to the Experience Portal application logger. The application logger is a web service running on Experience Portal which allows Orchestration Designer applications to log messages to the EPM. Messages related to Automatic Speech Recognition (ASR). Messages related to the Call Control eXtensible Markup Language (CCXML) browser, which controls all call handling for all Voice eXtensible Markup Language (VoiceXML) applications. Messages related to the Event Manager, which collects events from other Media Processing Platform (MPP) processes and sends them to the network log web service on the EPM. Messages related to port licensing. Messages related to the Alarm Codes Destinations types (Listeners) where the alarm notification is delivered. Messages related to audio and video Real-time Transport Protocol (RTP) connections. Messages related to the MPP Management Service (MMS), which stores configuration information and controls the initialization and operation of an MPP. Messages related to the MPP management subsystem, which provides the means to start and stop call processing. Messages related to the MPP System Manager process, which manages and monitors MPP processes, configuration, licensing, and system resources. Messages related to Media Resource Control Protocol (MRCP), which is an open standard for speech interfaces. Messages related to the collection of report data and the generation of reports. Messages related to the MPP Session Manager, which coordinates the lowlevel interactions between the ASR, TTS, and telephony components and the VoiceXML and CCXML browsers. Messages related to the H.323 connections and Voice over IP (VoIP) telephony interfaces. Messages related to Text-to-Speech (TTS).
MPP Manager MPP System Manager MRCP Reporting Session Manager Telephony TTS
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Description Messages related to software upgrades for MPPs running on the EPM. Messages related to the EP Backup subsystem, which provides the means to perform on-demand or scheduled backup operation. Messages related to the Experience Portal Management web service. This web service runs on the EPM server and allows you to configure and manage a EPM. Messages related to the EP trace reports. It provides the means to collect trace data from EPM or specific MPP. Messages related to the Voice Extensible Markup Language (VoiceXML) browser, which interprets and processes VoiceXML applications. VoiceXML application features synthesized speech, recognition of spoken and DTMF key input, telephony, mixed initiative conversations, and recording and presentation of a variety of media formats including digitized audio, and digitized video. Messages related to EP SNMP Traps and SNMP Agent.
EP SNMP Trap
Note: Additional categories may be available if you have installed managed application on Experience Portal. For more information on managed application based categories, see the documentation delivered with the managed application. Related topics: Events and alarms on page 414
Event severities
Event Severity Info Warning Error Fatal Description Informational message about the system or its resources. Indicates that no immediate action is necessary, but the system condition needs to be monitored. Indicates a potentially serious problem that needs to be fixed soon. Indicates a problem that is interrupting service. Immediate action is needed.
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Alarm severities
Alarm Severity Minor Major Critical Description Indicates that no immediate action is necessary, but the system condition needs to be monitored. Indicates a potentially serious problem that needs to be fixed soon. Indicates a problem that is interrupting service. Immediate action is needed.
Alarm statuses
Status Unacknowledg ed Acknowledged Description When an event or alarm is issued, Experience Portal sets its status to Unacknowledged to indicate that it is new. Experience Portal does not automatically delete Unacknowledged alarms. You can set the event or alarm status to Acknowledged to indicate that you have seen the information but might want to refer back to it at a later point. Experience Portal does not automatically delete Acknowledged alarms. You can set the event or alarm status to Retired to indicate that you no longer need to refer to that alarm. Experience Portal automatically deletes Retired alarms from the database depending on the alarm retention periods specified on the Alarm/Log Options page.
Retired
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For Experience Portal, you can specify a high water and low water setting for CPU, memory, and disk usage. When a resource exceeds its: High Water setting for the first time, the system generates an alarm. Experience Portal will not generate another alarm for this resource until the resource usage goes back down below the low water setting and then rises back above the high water setting. You can view high water alarms by generating an alarm report. Low Water setting at any time, the system generates an informational event with a severity of Info. If your system is configured to send informational events to the EPM, you can view low water events by generating an event report. Otherwise, you need to look in the System Manager process log, which is accessible from the Log Directories page on the MPP Service Menu. For information on setting: The level of events that are sent to the EPM, see Setting the resource thresholds for events and alarms on page 418. Which events are available in an event report, see Setting the global grace period and trace level parameters on page 174. Related topics: Setting the resource thresholds for events and alarms on page 418
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6. In the CPU: Low Water field, enter the percentage of the CPU that the system must fall below before an event is generated. The system generates one event each time the CPU percentage goes from being above the low water threshold to being below it. In other words, once a low water event has been generated, another event will not occur until the CPU percentage rises above the low water setting and then falls below it again. The default is 60. 7. In the Memory: High Water field, enter the percentage of the available RAM that the system must exceed before an alarm is generated. The system generates one alarm each time the percentage of the available RAM goes from being below the high water threshold to being above it. The default is 50. 8. In the Memory: Low Water field, enter the percentage of the available RAM that the system must fall below before an event is generated. The system generates one event each time the percentage of the available RAM goes from being above the low water threshold to being below it. The default is 40. 9. In the Disk: High Water field, enter the percentage of disk space that the system must exceed before an alarm is generated. The system generates one alarm each time the percentage of disk space being used goes from being below the high water threshold to being above it. The default is 80. 10. In the Disk: Low Water field, enter the percentage of disk space that the system must fall below before an event is generated. The system generates one event each time the percentage of disk space being used goes from being above the low water threshold to being below it. The default is 60.
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Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > Alarm/Log Options. 3. On the Alarm/Log Options page, enter the appropriate information and click Save.
Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select System Maintenance > Log Viewer. 3. On the Log Viewer page, enter the filter criteria that you want to use and click OK. The EPM displays the Log Report page. Because generating this report can take a long time if the Experience Portal database contains a large number of event records, the Log Report only displays the first 10,000 entries that match the specified criteria.
Next steps
You can view any available exception information for an event by clicking the More link in the Event Message field.Log Report page field descriptions on page 435
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Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select System Maintenance > Alarm Manager. 3. On the Alarm Manager page, enter the filter criteria that you want to use and click OK. The EPM displays the Alarm Report page. 4. To view the associated event details for an alarm, click the link in the Event Code column. The EPM displays the Log Report for Event page.
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5. On the Alarm Monitor page, to view an alarm report for a given category, click any red or yellow alarm indicator in the Status column. The EPM displays the Alarm Report page showing all alarms in the selected category. 6. To view the associated event details for an alarm, click the link in the Event Code column. The EPM displays the Log Report for Event page.
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2. From the EPM main menu, select System Maintenance > Alarm Manager. 3. On the Alarm Manager page, enter the filter criteria that you want to use and click OK. 4. On the Alarm Report page, click ACK or RETIRED in the Alarm Status column. The EPM displays the Alarm History window.
General section
Field Server Names Description The name of the system for which you want to view alarms. The options are: All systems The EPM A specific MPP A combination of systems by selecting the first system and then using Shift+Click to select a range of systems or Ctrl+Click to select individual systems. The default is All systems. Search Keywords The text to search for in the alarm records. The search is case insensitive and based on a substring match, not a whole string match. For example, Acknowledged matches acknowledged, ACKNOWLEDGED, and unacknowledged. The search uses a logical OR when combining keywords. You can separate multiple entries with a comma, and use the tilde character (~) to indicate NOT. For example, if you enter login, logoff, ~user=admin, the report displays any records that contain the string login or logoff for all users except those user accounts that start with the string admin.
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Field
Description If you enter login, logoff, ~ADMIN, the report displays any records that contain the string login or logoff but that do not contain the string admin anywhere within the record.
Status
The options are: Unacknowledged Acknowledged Retired All The default is Unacknowledged.
Alarm Codes
One or more alarm codes to search for. Separate multiple alarm codes with a comma or a space. For example, to search for alarm codes QADMN00001 and QADMN00002, enter QADMN00001,QADMN00002 or QADMN00001 QADMN00002. This can be: Time: newest first Time: oldest first Severity: highest first Severity: lowest first Server Name Status The default is Time: newest first.
Sort By
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Button
Description will include all activity starting on Monday at midnight through the end of the current day.
Between
Limits the report to a specified range of dates. The default range covers a seven day time span that ends with the current date and time. If you want a different range of dates: In the beginning of the Start Date/Time field, enter the start date using the format dd-mmm-yyyy or click the calendar icon to select the date from a pop-up calendar. After the start date, enter the start time using a 24-hour format and the same timezone as the EPM. For example, you could enter 03-Mar-2007 16:26:10. The default for this field is one week prior to the current date at time 00:00:00. In the beginning of the End Date/Time field, enter the end date using the format dd-mmm-yyyy or click the calendar icon to select the date from a pop-up calendar. After the end date, enter the end time using a 24-hour format and the same timezone as the EPM. For example, you could enter 10-Mar-2007 16:26:10. The default for this field is the day prior to the current date at time 23:59:59.
Note: The amount of data available for this report depends on the Retention Period setting in the Alarms group on the Alarm/Log Options page. For example, if this value is set to 14, you can enter a start date that is two weeks prior to the current date. If the value is set to 7, you can only check for the previous week.
Critical Major
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Column Minor
Description Minor alarms describe problems that do not require immediate action but need monitoring. Messages related to administration activities on the Experience Portal Manager (EPM). Messages related to the Application Interface web service. This web service runs on the EPM server and allows customer applications to initiate outbound calls. Messages related to the Experience Portal application logger. The application logger is a web service running on Experience Portal which allows Orchestration Designer applications to log messages to the EPM. Messages related to Automatic Speech Recognition (ASR). Messages related to the Call Control eXtensible Markup Language (CCXML) browser, which controls all call handling for all Voice eXtensible Markup Language (VoiceXML) applications. Messages related to the Event Manager, which collects events from other Media Processing Platform (MPP) processes and sends them to the network log web service on the EPM. Messages related to port licensing. Messages related to the Alarm Codes Destinations types (Listeners) where the alarm notification is delivered. Messages related to audio and video Real-time Transport Protocol (RTP) connections. Messages related to the MPP Management Service (MMS), which stores configuration information and controls the initialization and operation of an MPP. Messages related to the MPP management subsystem, which provides the means to start and stop call processing. Messages related to the MPP System Manager process, which manages and monitors MPP processes, configuration, licensing, and system resources. Messages related to Media Resource Control Protocol (MRCP), which is an open standard for speech interfaces. Messages related to the collection of report data and the generation of reports.
Administration
Event Manager
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Session Manager
Messages related to the MPP Session Manager, which coordinates the low-level interactions between the ASR, TTS, and telephony components and the VoiceXML and CCXML browsers. Messages related to the SNMP agent, which collects and stores management information and makes this information available to SNMP managers. Messages related to the H.323 connections and Voice over IP (VoIP) telephony interfaces. Messages related to Text-to-Speech (TTS). Messages related to software upgrades for MPPs running on the EPM. Messages related to the EP Backup subsystem, which provides the means to perform on-demand or scheduled backup operation. Messages related to the Experience Portal Management web service. This web service runs on the EPM server and allows you to configure and manage a EPM. Messages related to the EP trace reports. It provides the means to collect trace data from EPM or specific MPP.
SNMP Agent
Note: Additional categories may be available if you have installed managed application on Experience Portal. For more information on managed application based categories, see the documentation delivered with the managed application.
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Description The date and time that the alarm message was generated. The options are: UNACK: The alarm is active and has not been acknowledged. ACK: The alarm is active and was acknowledged. RETIRED: The alarm is retired. If the alarm status is ACK or Retired, click the status to view the Alarm History window that details the changes to the alarm's status.
Server Name
The options are: The name of the primary or auxiliary EPM server The name of the MPP that generated the event
Indicates which Experience Portal component generated the alarm. Indicates how severe the problems surrounding the alarm were. The unique identification code associated with the alarm. The unique identification code associated with the event. Click this event code to view the Log Report for Event page. A brief explanation of the problem or error that caused the alarm.
Alarm The options are: selection Selected alarms on this page: Changes the status of the selected alarms radio buttons only. All alarms on this report: Changes the status of all alarms. regardless of the current selection. New Status The options are: ACK: Change the status to Acknowledged. RETIRED: Change the status to Retired. Experience Portal may be configured to automatically delete retired alarms after a specified length
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Field or Button
Description of time, based on the Purge Enabled setting in the Alarms group on the Alarm/Log Options page.
Submit
Trace Viewer
The Trace Viewer enables you to view and generate trace reports more effectively using the EPM interface. Using the trace viewer, you can generate trace reports for the traces that are retrieved from MPPs or the primary EPM, more effectively and securely. With similar interface as the log viewer and alarm manager for filtering and reports, trace viewer provides better debugging capabilities on the Experience Portal system. Trace Viewer feature has the following enhancements: Separate tab to configure the filters and retrieve trace records for MPP traces. Separate tab to configure the filters and retrieve trace records for EPM traces. Ready to use details of trace information of specific components or processes that occurred in a selected MPP or EPM server. Enhanced debugging capabilities through well formatted outputs on the trace report. You can easily analyze the process activities and efficiently identify the root cause if any unexpected issue occurs. You can use the Trace Viewer feature by clicking Trace viewer link under the System Maintenance on the left pane. Important: You must have the same version of EPM and MPP installed to use the trace viewer feature. If any of the incompatible MPPs are connected to EPM, the trace client detects the incorrect version and reports an error on the log report. This distinguishes the MPP connection failures due to incompatibility and failure due to Trace WS.
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General section
Field Server Names Search Keywords The primary EPM. Enter text to search for in the trace records. You can specify multiple search keywords separated by commas. The search is case insensitive and based on a substring match, not a whole string match. For example, Acknowledged matches acknowledged, ACKNOWLEDGED, and unacknowledged. The search uses a logical OR when combining keywords. You can separate multiple entries with a comma, and use the tilde character (~) to indicate NOT. For example, if you enter login, logoff, ~user=admin, the report displays any records that contain the string login or logoff for all users except those user accounts that start with the string admin. If you enter login, logoff, ~ADMIN, the report displays any records that contain the string login or logoff but that do not contain the string admin anywhere within the record. Select the process components for which you want to view the trace details. The options are: Application Interface WS Application Logger Listener SNMP Agent SUM Upgrade WS EP Backup EP Management WS EPM The default is Application Interface WS. For details about the components, see Event and alarm categories on page 414. Trace Level Select one or multiple levels on traces report. The options are: All Levels FATAL ERROR WARN INFO FINE Description
Component s
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Description
Note: You can select multiple trace levels by using Shift+Click to select a range of systems or Ctrl+Click to select individual systems.
Note: The amount of data available for this report depends on the Retention Period setting in the Logs group on the Alarm/Log Options page. For example, if this value is set to 14, you can enter a start date that is two weeks prior to the current date. If the value is set to 7, you can only check for the previous week.
Between
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Button
Description from a pop-up calendar. After the end date, enter the end time using a 24-hour format and the same timezone as the EPM. For example, you could enter 10-Mar-2007 16:26:10. The default for this field is the day prior to the current date at time 23:59:59.
Server Name The name of the MPP from which the traces are retrieved. Category Trace Level Event Code Trace Message Indicates which Experience Portal component generated the log record. Indicates the severity of the log record. The event code associated with the event. Click the event code to view detailed information about the event. A brief explanation of the trace. If trace information is available for the trace, you can click the Detail link in this column to display the detailed trace information of system server on the Experience Portal system.
Server Name The EPM from which the traces are retrieved. Category Trace Level Event Code Indicates which Experience Portal component generated the log record. Indicates the severity of the log record. The event code associated with the event. Click the event code to view detailed information about the event.
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Description A brief explanation of the trace. If trace information is available for the trace, you can click the Detail link in this column to display the detailed trace information of system server on the Experience Portal system.
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Field Sort By
Description Select one of the following options: Time: newest first Time: oldest first Severity: highest first Severity: lowest first Server Name The default is Time: newest first.
Event Codes
Enter one or more event codes to search for in the log records. Separate event codes with a comma or a space. For example, to search for event codes PADMN00001 and PADMN00002, enter PADMN00001,PADMN00002 or PADMN00001 PADMN00002
Between
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Button
Description from a pop-up calendar. After the end date, enter the end time using a 24-hour format and the same timezone as the EPM. For example, you could enter 10-Mar-2007 16:26:10. The default for this field is the day prior to the current date at time 23:59:59.
Note: The amount of data available for this report depends on the Retention Period setting in the Logs group on the Alarm/Log Options page. For example, if this value is set to 14, you can enter a start date that is two weeks prior to the current date. If the value is set to 7, you can only check for the previous week.
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Description The date and time that the event message was generated. The options are: EPM. The name of the media server that generated the event. Note: If you sort the report by this field, the EPM actually sorts by the name of the server in the Experience Portal database, not the name displayed in this field. Therefore the sort results may be different than what you expect.
Indicates which Experience Portal component generated the event. For more information, see Event and alarm categories on page 414. Indicates how severe the problems surrounding the event were. For more information, see Event severities on page 416. The event code associated with the event. Click the event code to view detailed information about the event. A brief explanation of the event or condition. If exception information is available for the event, a link labeled More appears in this column that you can click to display the exception information.
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Description
<Default>: The servers use the IP address specified in the Host Address field. A specific IP address. Network Address (MRCP) The IP address the speech proxy servers must use to communicate with the MPP when processing ASR and TTS requests. The options are: <Default>: The servers use the IP address specified in the Host Address field. A specific IP address. Network Address (AppSvr) The IP address the application servers must use to communicate with the MPP. The options are: <Default>: The servers use the IP address specified in the Host Address field. A specific IP address. Maximum Simultaneo us Calls Trace Level The maximum number of calls that this MPP can handle at any one time. It is equivalent to the maximum number of ports that Experience Portal will allocate to this MPP. The options are: Use MPP Settings: The MPP uses the default trace settings specified on the MPP Settings page. Custom: The MPP uses the trace settings specified for the specific MPP. To view these settings, click the server name in the Name column. Add Delete MPP Settings Browser Settings Event Handlers Video Settings VoIP Settings Opens the Add MPP Server page so that you can add a new MPP server. Deletes the selected MPP servers. Opens the MPP Settings page so you can change the global settings for all MPP servers. Opens the Browser Settings page so you can change the global Avaya Voice Browser settings for all MPP servers. Opens the Event Handlers page so you can change the global event handlers and prompts for all MPP servers. Opens the Video Settings page to configure system parameters that affect video. Opens the VoIP Settings page so you can change the global Voice over IP settings for all MPP servers.
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Field
Description log file causes the number of logs to exceed the Number of Logs to Retain setting, the system deletes the oldest file before it starts the new file. Enter a whole number from 1 to 100. The default is 10. Note: Due to the volume of trace messages from the following components, the number of log files retained by the system are set higher than the number you specify in this field. The actual size is as follows: Endpoint Manager ($AVAYA_MPP_HOME/logs/process/MediaMgr/ EndPointMgr): 5x Media Manager ($AVAYA_MPP_HOME/logs/process/MediaMgr/ MediaManager): 2x Session Manager ($AVAYA_MPP_HOME/logs/process/SessMgr/*): 2x
The maximum number of log files the system can retain, including the current one. Once this number of log files exists, the system deletes the oldest log file before starting a new one. Enter a whole number from 1 to 5. The default is 2. Note: Due to the volume of trace messages from the following components, the number of log files retained by the system are set higher than the number you specify in this field. The actual size is as follows: Endpoint Manager ($AVAYA_MPP_HOME/logs/process/MediaMgr/ EndPointMgr): 5x Media Manager ($AVAYA_MPP_HOME/logs/process/MediaMgr/ MediaManager): 2x Session Manager ($AVAYA_MPP_HOME/logs/process/SessMgr/*): 2x
Transcription group
Field Transcriptions Retention Period Description How long an MPP keeps detailed session transcriptions for the sessions that it handles. Enter a whole number from 0 to 999. The default is 14.
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Miscellaneous group
Field MPP Numeric ID Range Description Experience Portal assigns a numeric ID for each MPP in the Experience Portal system from the number range given in this field. This numeric ID identifies the MPP in the Experience Portal database and becomes part of the Universal Call Identifier (UCID) associated with every call processed on that MPP. Tip: The ID assigned to a specific MPP server is displayed in the Unique ID field on the <MPP name> Details page for that server. Enter a range between 1 and 32,767. The default range is 10,000 to 19,999. Important: You should only change this value if other components in your call center are creating Universal Call Identifier (UCID) values that conflict with the default Experience Portal values. If you do change the value, make sure that you specify a large enough range to cover all MPP servers in your Experience Portal system.
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Media Manager
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Description Downloading of any files (.txt, .jpg, .3pg and so on.) referenced in the Synchronized Multimedia Integration Language (SMIL) from the application server Rendering video based on the video configuration from EPM and commands from SessionManager Note: SMIL parsing is done in SessionManager and low level video commands are sent to this component. Select Off, Fine, Finer, or Finest.
The amount of trace logging done for the MPP System Manager. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the speech proxy server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Call Data Handler (CDH). Select Off, Fine, Finer, or Finest. The amount of trace logging done for the MPP Session Manager. Select Off, Fine, Finer, or Finest. The amount of trace logging done on the telephony server. Select Off, Fine, Finer, or Finest.
Trace Logger The amount of trace logging done for the Web Service Trace. The Trace Logger uploads the MPP traces requested by the trace client that runs on EPM. This trace component controls the logging for the activities of trace retrieval in the Trace Web Service. Select Off, Fine, Finer, or Finest. TTS Voice Browser Client The amount of trace logging done on the Text-to-Speech (TTS) server. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the Avaya Voice Browser (AVB) client. This component connects the Voice eXtensible Markup Language (VoiceXML) interpreter to the MPP. Its logs: Indicate the progress of VoiceXML execution and any exceptions or errors from VoiceXML documents Contain the status and errors from platform initialization and interpreter initialization Select Off, Fine, Finer, or Finest. Voice Browser INET The amount of trace logging done for the AVB INET.
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Description
Downloading content such as VoiceXML and prompts from the application server Storing this content in the local VoiceXML interpreter cache Select Off, Fine, Finer, or Finest. Voice Browser Interpreter The amount of trace logging done for the AVB interpreter. This component parses and interprets the VoiceXML commands and controls the flow of the application based on Dual-tone multi-frequency (DTMF) or recognition results. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB Javascript Interface. This component perform the ECMAScript execution from the VoiceXML documents. Its logs contain the status of script execution and any ECMAScript semantic errors. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB. This component is the interface to the platform module that performs VoiceXML element execution. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB. This component handles messages from the MPP vxmlmgr process, the wrapper for the VoiceXML interpreter. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB prompt. This component controls queuing, converting, and playing prompts. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB recognition function. This component controls queuing, loading, and unloading grammars. Select Off, Fine, Finer, or Finest. The amount of trace logging done for the AVB telephony interface. This component is the interface to the telephony system of the MPP. It handles features such as features as disconnect, blind transfer, and bridge transfer. In addition, its log also contains any channel initialization errors that the system encounters. Select Off, Fine, Finer, or Finest.
Voice Browser Java Script Interface Voice Browser Object Voice Browser Platform Voice Browser Prompt Voice Browser Recognition Voice Browser Telephony
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<System name> Details tab on the System Monitor page field descriptions
<System name> Details
The details displayed on this page depend on the media server type that is installed on the Experience Portal system: EPM and MPP details on page 444 EPM and AMS details on page 447
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Description
Online: The MPP is available to handle normal call traffic. Offline: The MPP is unavailable to handle any calls and is not being polled by the EPM server. Test: The MPP is available to handle calls made to one of the defined H.323 maintenance stations. Tip: To view the date and time that this mode was first reached, hover the mouse over this column. State The operational state of the MPP. The options are: Booting: The MPP is in the process of restarting and is not yet ready to take new calls. Degraded: The MPP is running but it is not functioning at full capacity. Error: The MPP has encountered a severe problem and cannot recover. Halted: The MPP is no longer responding to heartbeats because it received a Halt command. Halting: The MPP is responding to heartbeats but is not taking new calls. Never Used: The MPP has never successfully responded to a heartbeat request. Not Responding: The MPP is not responding to heartbeat requests and it has not received a Restart or Halt command. Rebooting: The MPP is responding to heartbeats but is not taking new calls. Recovering: The MPP has encountered a problem and is attempting to recover. Restart Needed: This state is most often reached when the MPP has encountered a problem that it cannot recover from and it requires a manual restart. However, it can also appear for an MPP when the EPM software has been upgraded and the MPP software has not. In that case, the state should update automatically when you upgrade the MPP software. Running: The MPP is responding to heartbeat requests and is accepting new calls. Starting: The MPP is responding to heartbeats but not taking new calls because it is transitioning from the Stopped state to the Running state.
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Column
Description Stopped: The MPP is responding to heartbeats but is not taking new calls. The MPP enters this state while it initializes after it restarts or when a Stop command is received. Stopping: The MPP is responding to heartbeats but is not taking new calls. Tip: To view the date and time that this state was first reached, hover the mouse over this column.
Active Command
This column is displayed if one or more MPPs are currently in transition from their current state to a new user-requested state. For each transitional MPP, this column displays the requested, or final, state. For any other MPPs in the system, this field displays None. The configuration state of the MPP. The options are: Need ports: The MPP has been configured and is waiting for ports to be assigned. None: The MPP has never been configured. OK: The MPP is currently operating using the last downloaded configuration. Restart needed: The MPP must be restarted to enable the downloaded configuration. Reboot needed: The MPP must be rebooted to enable the downloaded configuration.
Config
Call Capacity
This field displays: Current: The number of calls that can be currently handled by the system. Licensed: The number of licenses allocated to this system. Maximum: The maximum number of simultaneous calls that the MPPs in this system can handle. This value is obtained by adding together the maximum number of calls set for each of the MPPs in the system. Note: This value can be larger than the number of licenses allocated to the system, but it should never be smaller. If it is smaller, then some of your licenses will never be used.
Active Calls
This field displays: In: The number of active incoming calls in the system. Out: The number of active outgoing calls in the system.
Calls Today
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Column Alarms
Description The alarm status indicators for the EPM, each MPP, and the overall Experience Portal system. The options are: Green: There are no active major or critical alarms Yellow: There are one or more active minor alarms Red: There are one or more active major or critical alarms Tip: You can click any red or yellow alarm indicator to view the Alarm report for that system.
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Column
Description Tip: To view the date and time that this mode was first reached, hover the mouse over this column.
State
The operational state of the AMS. The options are: Never Used: The AMS has never successfully responded to a heartbeat request. Not Responding: The AMS is not responding to heartbeat requests and it has not received the Restart command. Starting: The AMS is transitioning from the Stopped state to the Unlocked state. It does not take new calls while transitioning. Stopped: The AMS is stopped. It is not taking new calls. The AMS enters this state while it initializes after it restarts or when a Stop command is received. Stopping: The AMS is stopping and is not taking new calls. Unlocked: The AMS is ready and is accepting new calls. Pending Lock: The AMS is ready and processing current calls but not taking new calls. Locked: The AMS has aborted all current calls and not taking new calls. In Transition: The AMS is transitioning from one state to another and not ready to take calls. Tip: To view the date and time that this state was first reached, hover the mouse over this column.
Active Command
This column is displayed if one or more AMS are currently in transition from their current state to a new user-requested state. For each transitional AMS, this column displays the requested, or final state. For any other AMS in the system, this field displays None. The configuration state of the AMS. The options are: Need ports: The AMS has been configured and is waiting for ports to be assigned. None: The AMS has never been configured. OK: The AMS is currently operating using the last downloaded configuration. Restart needed: The AMS must be restarted to enable the downloaded configuration.
Config
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Description
Current: The number of calls that can be currently handled by the system. Licensed: The number of licenses allocated to this system. Maximum: The maximum number of simultaneous calls that the AMS in this system can handle. This value is obtained by adding together the maximum number of calls set for each of the AMS in the system. Note: This value can be larger than the number of licenses allocated to the system, but it should never be smaller. If it is smaller, then some of your licenses will never be used.
Active Calls
This field displays: In: The number of active incoming calls in the system. Out: The number of active outgoing calls in the system.
The number of calls handled during the current day. The alarm status indicators for the EPM, each AMS, and the overall Experience Portal system. The options are: Green: There are no active major or critical alarms Yellow: There are one or more active minor alarms Red: There are one or more active major or critical alarms Tip: You can click any red or yellow alarm indicator to view the Alarm report for that system.
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Note: For purging the alarms, logs, and audit logs, the purge start time is 00:00 hours (midnight) by default. This implies that the purge period is not triggered until midnight regardless the time that you specify in the retention period. For example, if you set the purge period to 1 day at 10:00 hours today, the purge does not occur until the third day morning at 00:01 hours.
Alarms group
Note: You can only change the values in this group if your user account has the Administration user role.
Field Purge Enabled The options are: Yes: Experience Portal deletes Retired alarms once the retention period is exceeded. No: Experience Portal leaves the Retired alarms in the database indefinitely. The default is Yes. Note: Experience Portal never automatically purges Acknowledged or Unacknowledged alarms. Retention Period The number of days that alarm records are retained if Purge Enabled is set to Yes. Enter an integer between 1 and 365. The default is 30. Description
Logs group
Note: You can only change the values in this group if your user account has the Administration user role.
Field Purge Enabled The options are: Yes: Experience Portal deletes event log records once the retention period is exceeded. No: Experience Portal leaves the event log records in the database indefinitely. The default is Yes. Description
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Description The number of days that log records are retained if Purge Enabled is set to Yes. Enter an integer between 1 and 365. The default is 15.
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This window contains the: Alarm information section on page 452 Alarm status change table on page 452
Status The status that the alarm was changed to. This can be: Changed To ACK: The alarm status is now Acknowledged. RETIRED: The alarm status is now Retired. By The user name of the user who changed the alarm status.
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Procedure
1. Log in to the EPM Web interface using an account with the Auditor user role. 2. From the EPM main menu, select System Maintenance > Audit Log Viewer. 3. On the Audit Log Viewer page, enter the filter criteria that you want to use and click OK. The EPM displays the Audit Log Report page.
Related topics: Audit Log Viewer page field descriptions on page 453 Audit Log Report page field descriptions on page 455
General section
Field Sort By The options are: Time: newest first Time: oldest first Category Search Keywords The text to search for in the audit log records. The search is case insensitive and based on a substring match, not a whole string match. For example, Acknowledged matches acknowledged, ACKNOWLEDGED, and unacknowledged. The search uses a logical OR when combining keywords. You can separate multiple entries with a comma, and use the tilde character (~) to indicate NOT. For example, if you enter login, logoff, ~user=admin, the report displays any records that contain the string login or logoff for all users except those user accounts that start with the string admin. If you enter login, logoff, ~ADMIN, the report displays any records that contain the string login or logoff but that do not contain the string admin anywhere within the record. Description
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Description The categories used to filter the audit log report. The actions to be included in the audit log report.
Between
Note: The amount of data available for this report depends on the setting in the Retention Period field in the Audit Logs group on the Alarm/Log Options page.
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For example, if this value is set to 14, you can enter a start date that is two weeks prior to the current date. If the value is set to 7, you can only check for the previous week.
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b) On the Applications page, click on the name of the application for which you want to create reports. c) On the Change Application page, go to the Reporting Parameters group and enter the appropriate information. d) Click Save. e) Repeat this step for each application for which you want to create reports.
Printing reports
Procedure
1. To print the report, click the Print icon at the top of the report page. 2. As you follow the prompts, make sure that: The page orientation is Landscape and not Portrait, or some columns of the report may not print If you want the printout to contain the same shading in the columns and rows as the online report, the browser option to print background colors is selected
Exporting reports
Procedure
To export the data from the report, click the Export icon at the top of the report page, select the export option, and follow the prompts. Experience Portal has two export options: Export as XLS format Export as PDF format Experience Portal creates a spreadsheet (XLS) or a PDF containing the details shown in the report along with any additional report information available for up to 10,000 data records.
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5. On the Application Summary page, enter the filter criteria that you want to use. Tip: Click the more >> link to display the rest of the optional filters. 6. Click OK. The EPM displays the Application Summary Report page.
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Reports
Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select .Reports > Standard. 3. On the Standard Reports page, click Call Detail link under the Report Name column. 4. Optionally, click next to Call Detail link to generate the report with the default selections of filters.
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5. On the Call Detail page, enter the filter criteria that you want to use. Tip: Click the more >> link to display the rest of the optional filters. 6. Click OK. 7. On the Call Detail Report page, if you want to: View the messages generated by one of the Orchestration Designer applications listed in the table, click the appropriate name in the Application column. The EPM displays the Application Detail Report page detailing the messages generated during the associated call session. Get more information about how a call ended, hover the mouse over a value in the End Type column. Information about how a call ended is displayed in a pop-up window. View details about the session that handled the call, click the View Session Details icon at the end of the appropriate row. The EPM displays the Session Details page.
Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select Reports > Standard. 3. On the Standard Reports page, click Call Summary link under the Report Name column. 4. Optionally, click next to Call Summary link to generate the report with the default selections of filters. 5. On the Call Summary page, enter the filter criteria that you want to use. Tip: Click the more >> link to display the rest of the optional filters. 6. Click OK.
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Reports
Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select Reports > Standard. 3. On the Standard Reports page, click Session Detail link under the Report Name column. 4. Optionally, click next to Session Detail link to generate the report with the default selections of filters. 5. On the Session Detail (Filters) page, enter the filter criteria that you want to use. Tip: Click the more >> link to display the rest of the optional filters. 6. Click OK. The EPM displays the Session Detail Report page. 7. If you want to view more information about a particular session, click the View Session Details icon at the end of the appropriate row. Experience Portal displays the Session Details page.
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Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select Reports > Standard. 3. Optionally, click next to Session Summary link to generate the report with the default selections of filters. 4. On the Standard Reports page, click Session Summary link under the Report Name column. 5. On the Session Summary (Filters) page, enter the filter criteria that you want to use. Tip: Click the more >> link to display the rest of the optional filters. 6. Click OK. The EPM displays the Session Summary Report page.
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7. If you want to view the transcription information in XML format, click the Export link in the Session Transcription group.
Showing the Extended Exit Info #3 to Info #10 filters/columns in the Session Summary and Session Details reports
About this task
Note: By default, the EnableExtendedExitFields feature is disabled.
Procedure
1. Log in to Linux on the primary or auxiliary EPM server. If you are an Avaya Services representative and are using Avaya Enterprise Linux, or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and enter the su - root command to change the user to sroot. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and enter the su - command to change the user to root. 2. Navigate to the Support/VP-Tools directory under the Experience Portal installation directory.
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Enter the cd $AVAYA_HOME/Support/VP-Tools command. $AVAYA_HOME is an environmental variable pointing to the name of the installation directory specified during the Experience Portal software installation. The default value is /opt/Avaya/ExperiencePortal. 3. To run the script: Enter the EnableExtendedExitFields command to show the extended exit fields in the Session Summary and Session Details reports. 4. Type Y and press Enter when prompted to restart the vpms service.
Hiding the Extended Exit Info #3 to Info #10 filters/columns in the Session Summary and Session Details reports
Procedure
1. Log in to Linux on the primary or auxiliary EPM server. If you are an Avaya Services representative and are using Avaya Enterprise Linux, or if the Avaya Service accounts are installed on this server: Log in to the local Linux console as sroot. Or log in remotely as a non-root user and enter the su - root command to change the user to sroot. Otherwise, log in to Linux locally as root, or log in remotely as a non-root user and enter the su - command to change the user to root. 2. Navigate to the Support/VP-Tools directory under the Experience Portal installation directory. Enter the cd $AVAYA_HOME/Support/VP-Tools command. $AVAYA_HOME is an environmental variable pointing to the name of the installation directory specified during the Experience Portal software installation. The default value is /opt/Avaya/ExperiencePortal. 3. To run the script: Enter the EnableExtendedExitFields --disable command to hide the extended exit fields in the Session Summary and Session Details reports. 4. Type Y and press Enter when prompted to restart the vpms service.
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Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select Reports > Standard. 3. On the Standard Reports page, click Performance link under the Report Name column. 4. Optionally, click next to Performance link to generate the report with the default selections of filters 5. On the Performance (Filters) page, enter the filter criteria that you want to use. 6. Click OK. 7. In the Performance Report page, if you want to: View additional performance data in graphical format, click View Summary Graph above the last column in the table. All graphs show one bar for each MPP. The bars are color-coded to show average and peak usage for each category. View port utilization information, click the magnifying glass icon in the Port Utilization % column. The EPM displays the Port Utilization Details page. View resource utilization over time combined with the call volume over time, click the icon in the Timeline Graph column.
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Custom Reports
With the custom reporting feature you can use any standard Experience Portal report as a base for generating a custom report. A custom report uses the filter settings defined in the selected base report. However, you can change the filter settings to create a different set of filters and configure the columns that you want to use for generating the report. You can also save this configuration for later reference.
Scheduled Reports
You can schedule the generation of the standard or the custom reports to occur on a periodic basis. You can receive the report output as an e-mail attachment, or access it through the secure links in the e-mail notification, RSS feeds or by logging into the Experience Portal Manager (EPM). You can optionally set Record Threshold restriction value when scheduling a report. Setting this restriction generates a notification only when the total record count reaches the specified minimum value.
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Note: The Data Export Report does not include the session transcriptions and utterance wave files that reside on MPPs managed by a different EPM, that is, the MPPs that are in another Experience Portal system. The Data Export Report does not include transcriptions and/or utterances from MPPs that are in an Offline state. Only one Data Export report request can be processed at a time. The filters used in the Data Export report are based on the Session Detail report. However, the Session Transcription filter in the Optional Filters section is by default set to All values. If you are exporting Session Transcriptions and want to skip sessions that do not have transcriptions enabled, then select Yes in the Session Transcription filter. This ensures that only the sessions with transcriptions are considered for generating the report.
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Column
Data Type
Description The start time for an activity is the time at which a record with ActivityName <name> and LogType Start is logged.
ActivityName
Application generated value used to group report or log entries. For example, "Buy Ticket" or "Rent Car". <Application Name> where entry was logged. Host name or IP address of the application server where the application was initially invoked. Application specified level of log entry "Info", "Warning", "Error", "Fatal".
TIMESTAMP Date and time the log entry was generated in the time (62) zone of the EPM. VARCHAR (512) Type of log (generated by application). The possible values are: Start: Beginning of an activity. End: End of an activity. In Progress: General log entry. Cancel: Canceling of an activity. Cancel All: Cancel all started activities in session. Node Entry: Generated automatically by the DD framework if the collection of Call Flow Data is enabled when the application is configured on the EPM. The node that is being entered (destination node) is listed in the ModuleIDNodeID field. The previous node (Exit node or Source node) is listed in the Message field. Module Exit: Generated automatically by the DD framework if the collection of Call Flow Data is enabled when the application is configured on the EPM. The module name that is exiting is listed in the ModuleIDNodeID field. Application Exit: Generated automatically by the DD framework if the collection of Call Flow Data is enabled when the application is configured on the EPM.
Message
VARCHAR (1024)
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Column
Data Type
Description The node name that is being entered when LogType is Node Entry. The module and node identifiers in the format [Module Id]:Node Id, where Module Id is only specified if it is not the same as the application name. For example, if the application name is CollectTicketInfo and it contains the CollectTicketInfo module with the node StartTicket and the GetPayment module with the node StartPay, you would specify them as :StartTicket and GetPayment:StartPay.
ModuleIDNodeID VARCHAR
MsgTimestamp NoInputCount
TIMESTAMP Date and time the log entry was generated in GMT time zone. INTEGER The number of times that no input was received prior to entering this node. This field is only populated for LogType of Node Entry and only when the previous node was a menu. The number of times that no match events occurred prior to entering this node. This field is only populated for LogType of Node Entry and only when the previous node was a menu. The confidence reported by the speech recognition engine. This field is only populated for LogType of Node Entry and only when the previous node was a menu. Values will range from 0 to 99. Session ID generated by the media server. This log entrys position within the session, where 1 indicated the first log entry, 2 indicates the second log entry, and so on. A unique identifier set by the application designer. Note: An application designer can change the session label at any point while processing a single call. This field shows the label that was in effect when the log entry was made.
NoMatchCount
INTEGER
RecConf
INTEGER
SessionID SessionIndex
SessionLabel
VARCHAR (1024)
VarName
A user-defined Dialog Designer application variable associated with this log entry by the application designer. Value of variable defined in the column VarName when the log entry was made.
VarValue
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Column VPID
Description Identifies the EP system within a cluster of multiple EP systems that merge their data into the same external database. If there is only one EP system at your installation, this field will always be 1.
Table 3: Columns
Column ApplicationNam e Areacode Data Type Description
VARCHAR (255) Application name as configured in EPM. INTEGER The area code as extracted from the OriginatingNumber field based on rules defined in areacode.properties. Audio codec used in the call.
VARCHAR (32)
VARCHAR (255) Unique call identifier assigned by the MPP. Value is unique within the Experience Portal cluster. INTEGER INTEGER Date the call started in YYYYMMDD format for the GMT timezone. Time in the day that the call started in HHMMSS format for the GMT timezone.
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Column CallType
Description
VARCHAR (255) DNIS - Pilot number of the application. INTEGER Call length in seconds.
VARCHAR (255) Extra information as to why the call ended. For example: SIT: Special Information tone (disconnected number). Complete: SessionTerminated.
EndType
INTEGER
How the call completed: 1: The call completed successfully; Near End Disconnect 2: Transfer 3: Far End Disconnect 4: Interrupted 5: Not Routed 6: No Resource 7: Session Manager Error 8: Redirected 9: Rejected 10: Merged
INTEGER INTEGER
The amount of time after the call connected and before the first prompt was played, in milliseconds. Represents the date in YYYYMMDD format when this record was inserted into the Experience Portal reporting database. This date could be several days after the CallStartDate value if the CDH scheduler was unable to access the MPP due to netDwork outage, or MPP was offline. Unique sequence number which is automatically incremented by the database for each row that is inserted into the table. This field exists to permit easy access by extract, transform, and load (ETL) processes that are used by other Avaya products such as, Avaya IQ.
InsertID
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Reports
Column InsertRecordID MPP OriginatingNum ber PortID ReasonCode RecordID RedirectedNum ber RtpRcvJitter
Description An uniquely sequential number that resets to 1 when the InsertDate changes.
VARCHAR (255) The name of the MPP name that handled this session. This name is configured in the EPM. VARCHAR (255) ANI - The caller's number. INTEGER The switch station for H.323.
VARCHAR (255) Reason code from a transferred call. INTEGER VARCHAR CDR entry count by day. The number of the extension that the call is transferred from when calls are transferred to Experience Portal. An estimate of the statistical variance of the RTP data packet inter-arrival time, measured in timestamp units and expressed as an unsigned integer. The total number of RTP data packets from source that have been lost since the beginning of reception. This is the number of packets expected minus the number of packets actually received, where the number of packets received includes any which are late or duplicates. The total number of RTP data packets received from the source. The delay, expressed in units of 1/65536 seconds, between receiving the last SR packet from source SSRC_n and sending this reception report block. If no SR packet has been received yet from SSRC_n, the DLSR field is set to zero. The Jitter reported from the far end of the RTP stream. The total RTP data packets lost as reported by the far end of the RTP stream. The total number of RTP data packets transmitted by the sender.
INTEGER
RtpRcvLost
INTEGER
RtpRcvPackets RtpRoundTripTi me
INTEGER INTEGER
RtpSendJitter RtpSendLost
INTEGER INTEGER
VARCHAR (255) Dialog ID generated by MPP . VARCHAR (255) Name of the Switch as configured by the EPM. VARCHAR (255) This can be: The type of telephony encryption used. N/A if there was no encryption.
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Column
Data Type
Description
TelMediaEncrypt VARCHAR (255) The media encryption used during the call, if any. ion TellProtocol VARCHAR (255) Telephony protocol use. This can be: H.323 SIP SIPS UCID VideoBitRate VideoCodec VideoFrameRat e VideoScreenSiz e VoicePortalID VPID VARCHAR (255) The Universal Call ID. VARCHAR (32) VARCHAR (32) INTEGER VARCHAR(32) INTEGER INTEGER Video bit rate used in the call. Video codec used in the call. Video frame rate used in the call in Frame Per Second (FPS). Video screen resolution delivered on the call. Experience Portal ID used to map to Experience Portal name. The ID number of the EP system that handled the call. If there is only one EP system at your installation, the value of this field will always be 1.
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insertid
Table 5: Columns
Column applicationname appserver asrpercent Data Type Description
VARCHAR Application name as configured in EPM. (255) VARCHAR Initial URL as configured in EPM that triggered the (255) application. INTEGER Speech recognition percentage for the page with the lowest recognition. This value is computed using the values for: The number of recognized utterances on the page with the worst recognition, as shown in the UttCntRecWPage column. The number of total utterances received on the page, as shown in the UttCntWPage column. The formula is: (UttCntRecWPage/UttCntWPage)*100
asrserver averageasrpercent
VARCHAR IP address of the ASR server used by the session. (255) INTEGER The average ASR percentage for the session, based on the total number of utterances and the total number of recognized utterances.
VARCHAR The unique ID that describes a specific VXML dialog (255) associated with a particular session. INTEGER VARCHA R(65) INTEGER The total length of the session, in seconds. Optional Information set by the application (through session.exitCustomerID variable in DD or manually through the Exit tag) This field is determined by the DD framework: 0 - if a node that has been flagged by the application developer as unpreferred was executed in this session. 1 if no unpreferred nodes were executed in this session.
exitpreferredpath
exittopic
VARCHA R(65)
Optional Information set by the application (through session.exitTopic variable in DD or manually through the Exit tag)
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Column
Description
hasperformancetrac INTEGER e
0: No performance data was captured for this session. 1: The performance data was captured for this session.
hastranscription
INTEGER
This can be: 0: No transcription data was captured for this session. 1: Transcription data was captured for this session. Note: By default, the DD nodes are Preferred.
insertdate
INTEGER
Represents the date in YYYYMMDD format when this record was inserted into the Avaya Aura Experience Portal reporting database. This date could be several days after the session StartDate value if the CDH scheduler was unable to access the MPP due to network outage or MPP was offline. Unique sequence number automatically incremented by the database for each row inserted into the table. This field exists to permit easy access by extract, transform, and load (ETL) processes which are used by other Avaya products such as, Avaya IQ. An uniquely sequential number that resets to 1 when the InsertDate changes. The time after which the call was connected and before the first prompt was played, in milliseconds. The number of speech application pages that took less than one second to load. The number of speech application pages that took between one and two seconds to load. The number of speech application pages that took between two and three seconds to load. The number of speech application pages that took between three and four seconds to load. The number of speech application pages that took more than four seconds to load. Longest length of time that it took for any page to load, in milliseconds.
insertid
BIGSERIA L, NUMBER( 20,0) BIGINT_ IDENTITY INTEGER INTEGER INTEGER INTEGER INTEGER INTEGER INTEGER INTEGER
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Data Type
Description
VARCHAR URL of the page that took the longest time to load. (512) INTEGER The maximum number of times in a row that an utterance was not recognized during a session. This value tracks the maximum consecutive number of recognition errors, not the total number of recognition errors for a given utterance. For example, if the caller had to repeat the word "brokerage": Twice on the first menu Three times on the second menu This field would display 3.
VARCHAR The name of the MPP name that handled this session. (255) This name is configured in the EPM. VARCHAR MRCP Session ID for ASR. (255) VARCHAR MRCP Session ID for TTS. (255) INTEGER INTEGER Number of VXML page cache hits. Number of VXML page requests.
VARCHAR Session ID of parent session, root. (512) INTEGER INTEGER SDR entry count by day. This can be: 0: maintains statistics for an entire session and all dialogs within the session 1: maintains statistics for a single dialog when multiple dialogs exist within a session 2: maintains statistics for a session containing only a single dialog.
VARCHAR Session ID generated by the media server . INTEGER MPP slot number that handled the call. This is related to the MPP session log generation.
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Column
Description
Inbound: specifies session was generated from inbound call or an outbound call. LaunchCCXML: specifies that the session was generated as an outbound call from LaunchVXML. LaunchVoiceXML: specifies that the session was generated as an outbound call from LaunchCCXML. startdate startpagename startTtime terminationinfo1 terminationinfo2 terminationinfo3 terminationinfo4 terminationinfo5 terminationinfo6 terminationinfo7 terminationinfo8 terminationinfo9 terminationinfo10 terminationpagena me terminationreason INTEGER Date the session started in YYYYMMDD format. Based on GMT timezone.
VARCHAR URL of initial page loaded when call started. INTEGER VARCHA R(64) VARCHA R(64) VARCHA R(64) VARCHA R(64) VARCHA R(64) INTEGER INTEGER INTEGER INTEGER INTEGER VARCHA R(64) VARCHA R(64) Time of day that the call started in HHMMSS format for GMT timezone. Optional Information set by the application (through the Exit tag or the session.exitInfo1 variable in DD). Optional Information set by the application (through the Exit tag or the session.exitInfo2 variable in DD) Optional Information set by the application (through the Exit tag*) Optional Information set by the application (through the Exit tag*) Optional Information set by the application (through the Exit tag*) Optional Information set by the application (through the Exit tag*) Optional Information set by the application (through the Exit tag*) Optional Information set by the application (through the Exit tag*) Optional Information set by the application (through the Exit tag*) Optional Information set by the application (through the Exit tag*) The VoiceXML or CCXML page where the disconnect event occurred. Reason call terminated as set by the application (through the Exit tag). If an application does not set a value, the system defines the default value as Application exited.
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Column tracerec
Description Holds the compressed VXML trace from the AMS SDR record.
VARCHAR IP address of the TTS server used by the session. (255) INTEGER INTEGER INTEGER INTEGER INTEGER Number of recognized utterances received on the page with the worst recognition Total number of utterances in session. Total number of recognized utterances in session. Number of utterances received on the page with the worst recognition. Identifies the EP system within a cluster of multiple EP systems that merge the data into the same external database. If there is only one EP system at an installation, this field is always 1.
VPApplication table
Avaya Aura Experience Portal is a platform on which customer defined web applications control call flow based on your information provided through voice dialogs. Applications are identified by name on each Avaya Aura Experience Portal system in a cluster. The system invokes an application through its URL in order to handle a call. There is one row in this table for each application in a cluster. Table 6: Primary key columns
Name vpid appname
Table 7: Columns
Column vpid Data Type INTEGER Description Identifies the EP system within a cluster of multiple EP systems that merge the data into the same external database. If there is only one EP system at an installation, this field is always 1. A text string identifying the application within a particular Avaya Aura Experience Portal system.
appname
VARCHAR2( 256)
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Description The invocation URL of the application. Represents the date in YYYYMMDD format when this date was deleted from the Avaya Aura Experience Portal reporting database.
Table 9: Columns
Column vpid Data Type INTEGER Description Identifies the EP system , within a cluster of multiple EP systems that merge the data into the same external database. If there is only one EP system at an installation, this field will always be 1.
VARCHAR The unique name assigned to this MPP or AMS through 2(256) the EPM. VARCHAR Timestamp of the aggregated statistic. 2(64) VARCHAR Name of the statistic to which this row applies: 2(256) CPU - Percentage of CPU utilization Disk - Percentage of disk utilization
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Column
Data Type
Description Memory - Percentage of memory in use Port - Percentage of licensed telephony resources currently in use Inbound Calls - Total active inbound calls Outbound Calls - Total active outbound calls
Time period that the data represents in milliseconds. Sum of all the statistics taken in the aggregation period. Number of statistics taken in the aggregation period (number of heartbeats). Largest statistic taken in the aggregation period. Smallest statistic taken in the aggregation period. Last value received from the heartbeat in aggregate period. Type of system resource is from: 0 = MPP 1 = EPM Primary 2 = EPM Secondary 3 = Overall Avaya Aura Experience Portal 4 = OM Stat
componentid
VPMpps table
Each Avaya Aura Experience Portal system in a cluster is supported by one or more media servers (MPP or AMS); the number being configured to support the anticipated system load. When a media server receives a call from a PBX, it invokes a VoiceXML application on an application server and communicates with ASR and TTS servers to process the call. Media servers are identified by name on each Avaya Aura Experience Portal system in a cluster. There is one row in this table for each media server in the Avaya Aura Experience Portal cluster. Table 10: Primary key columns
Name vpid
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mppname
mppname deletedate
VARCHAR2(256 The unique name assigned to the MPP or AMS ) through the EPM. INTEGER Represents the date in YYYYMMDD format when this date was deleted from the Avaya Aura Experience Portal reporting database.
VPSystems table
Multiple Avaya Aura Experience Portal systems store their reporting data in the same external database even though those systems are autonomous in all respects. Together these multiple Avaya Aura Experience Portal systems are said to form the Avaya Aura Experience Portal cluster. To ensure that the data from separate systems can be distinguished, each system is assigned a unique numeric identifier (the VPID) in addition to having a unique system name (the VPName). This table has one row for each Avaya Aura Experience Portal system in the Avaya Aura Experience Portal cluster. Note: This data model differs slightly from the actual implementation. The model lists VPID as the primary key to illustrate the logical relationships between tables. In the actual implementation the primary key is VPName with VPID as an attribute. The primary key is: vpname.
Column vpid Data Type INTEGER Description Identifies the EP system , within a cluster of multiple EP systems that merge the data into the same external database. If there is only one EP system at an installation, this field is always 1. The administered name of this Avaya Aura Experience Portal system.
vpname
VARCHAR2( 512)
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Data Type INTEGER VARCHAR2( 2048) VARCHAR2( 64) VARCHAR2( 64) INTEGER INTEGER INTEGER INTEGER
Description Offset in milliseconds of the Avaya Aura Experience Portal system from GMT. IP address of the Avaya Aura Experience Portal system. Timestamp of the time the Avaya Aura Experience Portal system was first added to the cluster. Timestamp of the time that configuration data changed in the table. Total telephony licenses purchased for the Avaya Aura Experience Portal systems. Nonzero if ASR is licensed for the Avaya Aura Experience Portal system. Nonzero if TTS is licensed for the Avaya Aura Experience Portal system. Total Telephony resources concurrently configured to take calls across all media servers for this EP system. The number can be less than the sum of the individual media server maximum port configuration represented by TotalCapacity column. Telephony resources assigned to MPPs. Total of the maximum call capacity of all the MPP or AMS of the EP system. Number of currently active inbound calls. Number of currently active outbound calls made from Avaya Aura Experience Portal system. Current alarm status of the Avaya Aura Experience Portal system: 0 = none 1 = Minor 2 = Major 3 = Critical Corresponds to EPM Status Monitor Alarm icons : 0 - green 1 - yellow 2 - red
statusupdate
VARCHAR2( 64)
Timestamp of when the last status update occurred (Licensing and call info).
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Description Primary or secondary Set to 'Active' if the Avaya Aura Experience Portal system participates in the cluster. Set to 'Inactive' if the Avaya Aura Experience Portal system left the cluster. The version of the software that is currently running on the system.
version
VARCHAR(3 2)
VPUCIDMap table
This report maps each MPP or AMS within a cluster to a unique numeric identifier, MPPID, which is included in UCID strings identifying calls originated by that media server. Tthis table is just an extension of the VPMPPs table. There is one row in this table for each MPP or AMS server in a Experience Portal cluster. The primary keys are: VPID MPPName
Column VPID Data Type INTEGER Description Identifies the EP system , within a cluster of multiple EP systems that merge the data into the same external database.
MPPName MPPID
VARCHAR2(256 The unique name assigned to the MPP or AMS ) through the EPM. INTEGER Internally generated ID assigned to each MPP or AMS which is unique across the cluster. The ID is used to generate UCID.
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the custom report. The custom report uses the standard set of filters defined by the Avaya Aura Experience Portal system for the selected base report. You can then change the selection of filters to suite your requirements. You can run the Custom Report on-demand by clicking the View Report icon. Prior to generating a report, you can also click the Report Name link on the Custom Reports page to view and edit the saved filter and column values. Note: You cannot change the source report and the name of the report while editing the custom report filters.
Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select Reports > Custom. 3. On the Custom Reports page, click Add. 4. Optionally, click report. next to the existing custom report name link to generate the
Tip: Placing the mouse pointer over the existing custom report name displays a tooltip that lists the user ID of the user who created the custom report. 5. On the Add Custom Report (Filters) page, select a source report from the Standard Reports or the Custom Reports lists. On selecting a source report, the filters get refreshed to correspond to the selected source report. 6. To create a custom report with organization level access, select an organization from the Organizations list. If you do not select an organization, this indicates that the user does not belong to any organization. Note: This field is displayed only if organization level access is enabled in the Avaya Aura Experience Portal system and you have logged in as a user not assigned to any organization. For more information on organization level access, see Organization level access in Avaya Aura Experience Portal on page 93.
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Scheduled reports
If you select an organization for a custom report, the option to select an application is enabled. Only those applications are listed which belong to the organization. 7. Specify a name for the report. Note: If you have selected an organization in the field above, the selected organization and forward slash character are automatically prefixed to the report name. 8. Enter the filter criteria that you want to use. Tip: Click the more >> link to display the rest of the optional filters. 9. Click OK. The EPM displays the report. 10. Optionally, click Save to save the filter settings without generating the report.
Scheduled reports
Scheduled Reports
You can schedule the generation of the standard or the custom reports to occur on a periodic or one time basis. You can receive the report output as an e-mail attachment, or access it through the secure links in the e-mail notification, RSS feeds or by logging into the Experience Portal Manager (EPM). You can optionally set Record Threshold restriction value when scheduling a report. Setting this restriction generates a notification only when the total record count reaches the specified minimum value. Using the Scheduled Reports page, you can add, edit, or delete a scheduled report. You can also view and export the report output for a specified report or all the reports. The Scheduled Reports page is distributed in two tabs: Schedules Outputs Use the Schedules tab to view, add, edit, or delete a scheduled report. You can also view and export the details regarding the output and history for a specific scheduled reports by clicking the Output folder icon on this tabbed page. You can also subscribe for change notifications by clicking the icon under Notification Method column.
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Reports
Use the Outputs tab to view the details regarding the output and history for all the scheduled reports. You can export the report outputs by clicking the Export icon on this tabbed page.
Scheduling a Report
Procedure
1. Log in to the EPM Web interface using an account with the Administration, Operations, or Maintenance user role. 2. From the EPM main menu, select Reports > Scheduled. 3. On the Scheduled Reports page, click Add. 4. On the Add Scheduled Report page, select a source report that you want to schedule, from the Standard Reports or the Custom Reports lists. 5. Enter the filter criteria that you want to use. 6. Specify the date and time for the scheduling, notification method that you want to use, and the record threshold restriction value. 7. Specify the Output Type for the scheduled report. You can select one of the xls, pdf, and csv options. 8. Click Save. The EPM displays the scheduled report entry on the Scheduled Reports page.
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Note: For all reports, user-entered dates and times are converted from the local EPM server timezone to the GMT timezone prior to performing the SQL query.
Where {SummarizeByField} can be any of the following: loglevel message activityname logtype varname & varvalue
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Reports
WHERE ( (CALLSTARTDATE > yyyymmdd OR (CALLSTARTDATE = yyyymmdd AND CALLSTARTTIME >= hhmmss )) AND ( CALLSTARTDATE < yyyymmdd OR (CALLSTARTDATE = yyyymmdd AND CALLSTARTTIME <= hhmmss)) ) GROUP BY MPP ORDER BY COUNT(MPP) DESC; SELECT Count(MPP) as totalcalls, Sum(DURATION) as totalsum, MPP as mppcolumn, PORTID as portidcolumn FROM CDR WHERE ( (CALLSTARTDATE > yyyymmdd OR (CALLSTARTDATE = yyyymmdd AND CALLSTARTTIME >= hhmmss )) AND ( CALLSTARTDATE < yyyymmdd OR (CALLSTARTDATE = yyyymmdd AND CALLSTARTTIME <= hhmmss)) ) GROUP BY MPP, PORTID ORDER BY COUNT(MPP) DESC; SELECT callstartdate, callstarttime, recordid FROM CDR WHERE ( (CALLSTARTDATE > yyyymmdd OR (CALLSTARTDATE = yyyymmdd AND CALLSTARTTIME >= hhmmss )) AND ( CALLSTARTDATE < yyyymmdd OR (CALLSTARTDATE = yyyymmdd AND CALLSTARTTIME <= hhmmss)) ) ORDER BY CALLSTARTDATE ASC, CALLSTARTTIME ASC, RECORDID ASC; SELECT duration/60 AS BUCKET, count(duration) AS BUCKETCOUNT FROM CDR WHERE ( (CALLSTARTDATE > yyyymmdd OR (CALLSTARTDATE = yyyymmdd AND CALLSTARTTIME >= hhmmss )) AND ( CALLSTARTDATE < yyyymmdd OR (CALLSTARTDATE = yyyymmdd AND CALLSTARTTIME <= hhmmss)) ) GROUP BY duration/60 ORDER BY BUCKET DESC;
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SELECT Count(*) as totalsessions, vpid, applicationname, terminationpagenameshort FROM SDR WHERE ( (STARTDATE > yyyymmdd OR (STARTDATE = yyyymmdd AND STARTTIME >= hhmmss )) AND ( STARTDATE < yyyymmdd OR (STARTDATE = yyyymmdd AND STARTTIME <= hhmmss)) ) GROUP BY vpid, applicationname, terminationpagenameshort order by vpid, applicationname, totalsessions desc
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Reports
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TomcatHome/lib/messages directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed. The default is /opt/Tomcat/tomcat.
features.xml file
This file defines which user roles can see the menu groups and items defined in the configuration menu.xml file. The features.xml file is located in the TomcatHome/lib/ config directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed. The default is /opt/Tomcat/tomcat.
features.properties file
This file defines the text that the EPM displays on the Roles web pages for the features defined in the configuration features.xml file. The features.properties file is located in the TomcatHome/lib/messages directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed. The default is /opt/Tomcat/tomcat. Related topics: Add a new menu group and items on page 496 Add menu items to an existing menu group on page 504
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Related topics: EPM main menu customizations on page 495 The EPM main menu configuration files on page 495
Procedure
1. In an ASCII text editor, create a configuration menu.xml file in the TomcatHome/ lib/extensions/UniqueDirectoryName/config directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed and UniqueDirectoryName is the directory defined as described in Defining a unique extensions directory on page 510. The default is /opt/Tomcat/tomcat. 2. Create the basic template for the menu.xml by adding the following tags:
<?xml version="1.0" encoding="UTF-8"?> <navigationmenu xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="menu.xsd"> </navigationmenu>
3. For each menu group to be defined, add the <menu> and </menu> tags just before the </navigationmenu> tag. Note: A menu group is defined by a <menu> tag followed by one or more <item> tags. The <menu> tag must end with a </menu> tag. 4. For each menu tag you add for defining a group, specify the following menu attributes:
Attributes Example Description
To specify the type of the This attribute defines the type of menu as group, specify the menu tag.
type=group
render=[tru To instruct the EPM to If you set this property to false, display the menu group, the EPM does not display the e|false], where render specify render=true menu group. is either true or false.
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Attributes
Description The identifier of the menu group. This identifier must be unique across all menu groups and menu items in the configuration menu.xml file.
tag=newMenuGrou pIdentifier
5. For each menu item you want to add, specify the <item> tag after the <menu> tag but before the corresponding </menu> tag and specify the following attributes:. Note: A menu item within a menu group is defined by an <item> tag.
Attributes Example Description
type=item, To specify the type of the This attribute defines the type of menu item as item, the item tag. where type
defines the type of the item. specify
type=item.
To instruct the EPM to display the item in the menu group, specify If you set this property to false, the EPM does not display the menu group.
render=true
tag=itemTag, Specify The identifier of the menu item. where itemTag tag=newMenuItem This identifier must be unique across all menu groups and menu Identifier is the identifier
the system uses to identify the item. items in the configuration
menu.xml file.
Determines what page Avaya Aura Experience Portal displays when the user selects the menu item. Important: Avaya Aura Experience Portal does not validate this URL
action=disp To instruct the EPM to layURL, where open displayURL is admin.ops.page.h the URL that you tml when the user
want the system to display when a user clicks this item. clicks on the second item of the fifth menu group, specify
newWindow= [true|
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Attributes
Example the user clicks on the menu item of the menu group, specify
Description the specified URL in a new browser window. If you do not specify this property, it defaults to false.
false],
where
newWindow=true
6. For each new <item> tag, specify a </item> tag to end the menu item definition. 7. Save and close the file.
Example
For example, if you have a group called myMenuGroup with menu items myUsersItem, myAdminItem, and myUserMgrItem, the entire section could look like this:
<?xml version="1.0" encoding="UTF-8"?> <navigationmenu xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="menu.xsd"> <menu type="group" render="true" tag="myMenuGroup"> <item type="item" render="true" tag="myUsersItem" action="http://my.site.com/custom/users.page.html" newWindow="true"> </item> <item type="item" render="true" tag="myAdminItem" action="http://my.site.com/custom/admin.page.html" newWindow="true"> </item> <item type="item" render="true" tag="myUserMgrItem" action="http://my.site.com/custom/usermgr.page.html" newWindow="true"> </item> </menu> </navigationmenu>
Defining labels for the new menu group and its items
About this task
The display menu.properties file specifies the labels that the EPM displays to the end user.
Procedure
1. In an ASCII text editor, open the display menu.properties file in the TomcatHome/lib/extensions/UniqueDirectoryName/messages directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed and UniqueDirectoryName is the directory as described in Defining a unique extensions directory on page 510. The default is /opt/Tomcat/ tomcat.
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2. Add a section for each menu group that you added to the configuration menu.xml file as shown below: myMenuGroup=groupDisplayText myMenuItem=itemDisplayText where: myMenuGroup is the menu group identifier specified in the menu.xml configuration file. myMenuItem is the menu item identifier specified in the menu.xml configuration file. groupDisplayText is the group label that Avaya Aura Experience Portal displays in the EPM main menu. itemDisplayText is the item label that Avaya Aura Experience Portal displays in the EPM main menu. 3. Save and close the file.
Example
For example:
myMenuGroup=My Menu Group myUsersItem=Users myAdminItem=Administrator myUserMgrItem=User Manager
Setting user access permissions for the new menu group and its items
About this task
The features.xml file specifies which user roles have access to a menu group and each item in the group.
Procedure
1. In an ASCII text editor, create a configuration features.xml file in the TomcatHome/lib/extensions/UniqueDirectoryName/config directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed and UniqueDirectoryName is the directory as described in Defining a unique extensions directory on page 510. The default is /opt/Tomcat/ tomcat. 2. Create the basic template for features.xml by adding the following tags:
<?xml version="1.0" encoding="UTF-8"?> <features xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
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xsi:noNamespaceSchemaLocation="features.xsd"> </features>
3. For each menu group to be defined in configuration menu.xml, add the <category> and </category> tags just before the </features> tag. Note: For each new menu group defined in the menu.xml confiugratiion file, you needs to define the <category> and </category> tags in the features.xml file. 4. For each <category> tag added, specify the following attributes:
Attributes Example Description The identifier of the menu group defined in the configuration menu.xml file.
name=groupTag, Specify where groupTag is the name=newMenuGro identifier defined for the upIdentifier
menu group in the
menu.xml
configuration file.
5. Specify a <feature> tag for each new menu item after the <category> and before the corresponding </category> tags. Note: For each new menu item defined in the menu.xml configuration file, you need to define a <feature> tag within the corresponding <category> tag in the features.xml file. 6. For each <feature> tag added, specify the following attributes:
Attributes Example Specify Description The identifier of the menu item defined in the configuration menu.xml file.
name=newMenuIte mIdentifier.
menu.xml
configuration file.
allow=roles, where roles is a combination of any of the following roles separated by commas:
administration maintenance operations usermanager
To define that this menu group is accessible only to administrator and user manager, specify
This attribute defines the roles that have permission to view this menu group.
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Attributes auditor
Example
Description
Note: Make sure that any user role specified for a menu item is also specified for the entire group. 7. Make sure each of the new <feature> tags have a corresponding</feature> tag. 8. Save and close the file.
Example
For example, if you have a group called myMenuGroup with menu items myUsersItem, myAdminItem, and myUserMgrItem, and you want to specify that: Users with any user role can see the myMenuGroup and myUsersItem groups. Only the users with the Administration user role can see the myAdminItem group. Users with the User Manager user role can see the myUserMgrItem group. You would specify: <?xml version="1.0" encoding="UTF-8"?> <features xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="feature.xsd"> <category name="myMenuGroup" <feature name="myUsersItem" allow="administration,operations,maintenance,auditor,usermanager"> </feature> <feature name="myAdminItem" allow="administration"/> </feature> <feature name="myUserMgrItem" allow="administrator, usermanager"/> </feature> </category> </features>
Defining labels for the features in the new menu group and its items
About this task
The display feature.properties file specifies the labels that the EPM displays to the end user on the Roles page.
Procedure
1. In an ASCII text editor, open the display feature.properties file in the TomcatHome/lib/extensions/UniqueDirectoryName/messages directory, where TomcatHome is the directory in which the Tomcat servlet engine
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software is installed and UniqueDirectoryName is the directory defined as described in Defining a unique extensions directory on page 510. The default is /opt/ Tomcat/tomcat. 2. Create the basic template for the features.properties by adding the following tags:
#{{START:FEATURES:EXTENSIONS:UniqueDirectoryName #}}END:FEATURES:EXTENSIONS:UniqueDirectoryName
3. Add a section for each menu group that you added to the configuration menu.xml file as shown below: myMenuGroup=groupDisplayText myMenuItem=itemDisplayText where: myMenuGroup is the menu group identifier specified in the menu.xml configuration file. myMenuItem is the menu item identifier specified in the menu.xml configuration file. groupDisplayText is the group label that Avaya Aura Experience Portal displays in the EPM main menu. itemDisplayText is the item label that Avaya Aura Experience Portal displays in the EPM main menu. Note: Ensure that display text specified for the menu group and menu items in feature.properties match the display text specified for the same in menu.properties file. 4. Save and close the file. 5. Insert the contents of this file within the #{{START:FEATURES:EXTENSIONS and #}}END:FEATURES:EXTENSIONS tags, into the display features.properties file under the TomcatHome/lib/messages directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed. The default is /opt/ Tomcat/tomcat.
Example
For example:
#{{START:FEATURES:EXTENSIONS #{{START:FEATURES:EXTENSIONS:UniqueDirectoryName myMenuGroup=My Menu Group myUserItem=Users myAdminItem=Administrators myUserMgrItem=User Manager #}}END:FEATURES:EXTENSIONS:UniqueDirectoryName #}}END:FEATURES:EXTENSIONS
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Related topics: EPM main menu customizations on page 495 The EPM main menu configuration files on page 495
Procedure
1. In an ASCII text editor, open the configuration menu.xml file in the TomcatHome/ lib/extensions/UniqueDirectoryName/config directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed and UniqueDirectoryName is the directory defined as described in Defining a unique extensions directory on page 510. The default is /opt/Tomcat/ tomcat.
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2. Create the basic template for menu.xml by adding the following tags:
<?xml version="1.0" encoding="UTF-8"?> <navigationmenu xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="menu.xsd"> </navigationmenu>
3. For each existing menu group for which a new menu item will be defined, add the <menu> and </menu> tags just before the </navigationmenu> tag. 4. Specify the following menu attributes:
Attributes Example Description
To specify the type of the This attribute defines the type of menu as group, specify the menu tag.
type=group
To assign the name specify, The identifier of the menu group. This identifier must be unique across all menu groups and menu items in the configuration menu.xml file.
tag=existingMen uGroupIdentifier
For Menu Group... User Management Real-Time Monitoring System Maintenance System Management System Configuration Security Reports
Set tag to... tag=menuGroupUserManagement tag=menuGroupRealTimeMonitoring tag=menuGroupSystemMaintenance tag=menuGroupSystemManagement tag=menuGroupSystemConfiguration tag=menuGroupSecurity tag=menuGroupReports
5. For each menu item you want to add, specify the <item> tag after the <menu> tag but before the corresponding </menu> tag and specify the following attributes:.
Property Example Description
type=item, To specify the type of the This attribute defines the type of menu item as item, the item tag. where type defines the type specify type=item
of the item.
render=[tru To instruct the EPM to display the item in the e|false], where render is
If you set this property to false, the EPM does not display the menu group.
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Description
render=true
The identifier of the menu item. This identifier must be unique across all menu groups and menu items in the configuration menu.xml file. Determines what page Avaya Aura Experience Portal displays when the user selects the menu item. Important: Avaya Aura Experience Portal does not validate this URL
newWindow=true
If this option is set to true, Avaya Aura Experience Portal opens the specified URL in a new browser window. If you do not specify this property, it defaults to false.
6. For each new <item> tag, specify a </item> tag to end the menu item definition. 7. Save and close the file.
Example
The Report menu group with the menuItemMyCustomReport item added could look like this:
<?xml version="1.0" encoding="UTF-8"?> <navigationmenu xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="menu.xsd"> <menu type="group" render="true" tag="menuGroupReports"> <item type="item" render="true" tag="menuItemStandardReports" action="reports/standardReports.jsf?initializeBean=true"> </item> <item type="item" render="true" tag="menuItemCustomReports" action="reports/customReports.jsf?initializeBean=true"> </item> <item type="item" render="true" tag="menuItemScheduledReports" action="reports/scheduledReports.jsf?initializeBean=true"> </item> <item type="item" render="true" tag="menuItemMyCustomReport" action="http://my.site.com/custom/custom.report.page.html" newWindow="true">
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Procedure
1. In an ASCII text editor, open the display menu.properties file in the TomcatHome/lib/extensions/UniqueDirectoryName/messages directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed and UniqueDirectoryName is the directory defined as described in Defining a unique extensions directory on page 510. The default is /opt/ Tomcat/tomcat. 2. Add a line entry for each menu item you added to the configuration menu.properties file, as shown below: myMenuItem=itemDisplayText where: myMenuItem is the menu item identifier specified in the menu.xml configuration file. itemDisplayText is the text that the EPM displays in the main menu. 3. Save and close the file.
Example
For example, if you added menu items menuItemMyStandardReport and menuItemMyCustomReport to the Reports menu group in the configuration menu.xml file, you would specify:
menuItemMyStandardReport=My Standard Report menuItemMyCustomReport=My Custom Report
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Procedure
1. In an ASCII text editor, open the configuration features.xml file in the TomcatHome/lib/extensions/UniqueDirectoryName/config directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed and UniqueDirectoryName is the directory defined as described in Defining a unique extensions directory on page 510. The default is /opt/Tomcat/ tomcat. 2. Create the basic template for the features.xml by adding the following tags:
<?xml version="1.0" encoding="UTF-8"?> <features xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="features.xsd"> </features>
3. For each menu group to be defined in configuration menu.xml, add the <category> and </category> tags just before the </features> tag. Note: For each new menu group defined in the menu.xml configuration file, you need to define the <category> and </category> tags in the features.xml file. 4. Specify a </feature> tag for each new menu item after the <category> and before the corresponding </category> tag. Note: For each new menu item defined in the menu.xml configuration file, you need to define a <feature> tag within the corresponding <category> tag in the features.xml file. 5. For each <feature> tag added, specify the following attributes:
Attributes Example Specify Description The identifier of the menu item defined in the configuration menu.xml file.
name=newMenuIte mIdentifier
menu.xml
configuration file. To define that this menu group is accessible only combination of any of the to administrator and user following roles separated manager, specify allow=administr by commas: administration maintenance operations
This attribute defines the roles that have permission to view this menu group.
ation, usermanager
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Example
Description
Note: Make sure that any user role specified for a menu item is also specified for the entire group. 6. Make sure each of the new <feature> tags have a corresponding</feature> tag. 7. Save and close the file.
Example
For example, to specify that users with the Administration, Operations, and Reporting user roles can view the menu item menuItemMyCustomreport for the Reports menu group, add the following lines within the category which defines the menuGroupReports: <?xml version="1.0" encoding="UTF-8"?> <features xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:noNamespaceSchemaLocation="features.xsd"> <category name="menuGroupReports"> <feature name="menuItemMyCustomReport" allow="administration,operations,maintenance,reporting"> </feature> </category> </features>
Procedure
1. In an ASCII text editor, open the display feature.properties file in the TomcatHome/lib/extensions/UniqueDirectoryName/messages directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed and UniqueDirectoryName is the directory defined as described in Defining a unique extensions directory on page 510. The default is /opt/ Tomcat/tomcat.
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2. Create the basic template for the menu.xml by adding the following tags:
#{{START:FEATURES:EXTENSIONS:UniqueDirectoryName #}}END:FEATURES:EXTENSIONS:UniqueDirectoryName
3. Add a section for each menu item that you added to the configuration menu.xml file, as shown below: myMenuItem=itemDisplayText where: myMenuItem is the menu item identifier specified in the menu.xml configuration file. itemDisplayText is the item label that Avaya Aura Experience Portal displays in the EPM main menu. Note: Ensure that the display text specified for the menu group and menu items in feature.properties file match the display text specified for the same in menu.properties file. 4. Save and close the file. 5. Insert the contents of this file within the #{{START:FEATURES:EXTENSIONS and #}}END:FEATURES:EXTENSIONS tags, in the display features.properties file under TomcatHome/lib/messages directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed. The default is /opt/ Tomcat/tomcat.
Example
For example:
#{{START:FEATURES:EXTENSIONS #{{START:FEATURES:EXTENSIONS:UniqueDirectoryName menuItemMyStandardReport=My Standard Report menuItemMyCustomReport=My Custom Report #}}END:FEATURES:EXTENSIONS:UniqueDirectoryName #}}END:FEATURES:EXTENSIONS
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Procedure
1. Create a unique extensions directory to identify the extension, in the TomcatHome/ lib/extensions directory, where TomcatHome is the directory in which the Tomcat servlet engine software is installed. The default is /opt/Tomcat/tomcat. Note: The unique id must be in upper case and three characters long. 'The unique ids already in use are EPE, POM, and ICR. 2. Create directories called config and messages under TomcatHome/lib/ extensions/ UniqueDirectoryName where UniqueDirectoryName is the folder created in the previous step.
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Best practices
Avaya Aura Experience Portal supports Axis 1.4 and Axis 2.0 Application Logging web service. When using the Application Logging web service, keep in mind that: Although the Avaya Aura Experience Portal supports both Axis 1.4 and Axis 2.0 Application Logging web service, you can use Axis 2.0 Application Logging web service that is fast and reliable. The Axis 1.4 Application Logging web service use Digest Authentication to authenticate web service client requests and support HTTP and HTTPS protocols. The Axis 2.0 Application Logging web service use Basic Authentication to authenticate web service client requests and only support HTTPS protocol. When the HTTPS protocol is used in the Web Service client, the Web Service client needs to handle to accept the certificate from the EPM server. No certificate needs to be installed on the Application Server. It is one-way SSL authentication.
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When calling the Axis 2.0 Application Logging web services, ensure to turn HTTP Chunking off. When you submit a request to the web service, you need to specify the user name and password which are specified in the Application Reporting section of the Web Service Authentication group on the EPM Settings page. If you need to change this user name or password, you must do it through the EPM. For details, see Configuring the Application Logging web service on page 515. For Axis 2.0 Application Logging web service requests, you can also use the Experience Portal web user name and password. The web user has to have the Web Services role with Application Reporting feature enabled. You must send all of the log entries for one or more session blocks at the same time. Do not send each log entry as it occurs or you may adversely affect Avaya Aura Experience Portal system performance. You must use the logApplicationEventAlarm web service method with utmost caution. You should implement a throttling mechanism on the client side to limit flooding the EPM with the application events and alarms. You should have a proper queuing mechanism or sampling rate control method in place if you are sending a large number of log entries to the database. Otherwise this may adversely affect Avaya Aura Experience Portal system performance. You should save all log entries in case the EPM is unavailable when the Application Logging web service is called. That way you can resend the log entries when the EPM becomes available. If your Avaya Aura Experience Portal EPM software runs on a dedicated server machine, you should configure a auxiliary EPM server to handle Application Logging web service requests if the primary EPM server is unavailable. The Avaya Aura Experience Portal Application Detail report and Application Summary report expect the report data to be in a particular format. For details about what Application Detail Records (ADRs) are stored in the vpapplog table, see Custom application activity reports on page 471.
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Procedure
1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select System Configuration > EPM Server.
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3. On the EPM Servers page, click EPM Settings. 4. On the EPM Settings page, go to the Application Reporting section in the Web Service Authentication group. 5. Enter the user name and password that must be included with all Application Logging web service requests for Digest Authentication. This is the same user name and password that you should use when accessing the web service though the WSDL file. 6. Click OK. 7. For Axis 1.4 Application Logging web services: open the http://EPM-server/ axis/services/VPReport4?wsdl page in a web browser. For Axis 2.0 Application Logging web services: open the http://EPM-server/axis2/ services/VPAppLogService?wsdl page in a web browser. Where EPM-server is the domain name or IP address of the system on which the primary EPM software is installed. 8. When prompted, enter the user name and password specified in the Application Reporting section of the EPM Settings page. 9. Save the WSDL file and use it to build the web service client that accesses the Application Logging web service. This web service conforms to all current W3C standards.
logFailed method
The Application Logging web service logFailed method adds the event PALOG00017 to the Avaya Aura Experience Portal database.
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Parameters
Parameter lastVPMSDown Type Long integer Description The timestamp of the last time the EPM was down.
Return values
There are no return values from this method.
Parameters
Parameter appServerAddress applicationID level Type string string string Description The hostname or IP address of the application server. The name of the application. For example: CollectTicketInfo The logging level. The options are: Fatal Error Warning Info reason string The reason this log entry was made. For example: Application ended successfully. The reason for the first log entry in a session block should always be "-" (dash). The session ID for the session. This is a user-defined identifier that should be unique across sessions.
sessionID
string
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Parameter timestamp
Type string
Description The current system time in milliseconds since January 1, 1970 00:00:00 UTC. The value of this parameter should contain a long number. The transaction name that this log entry is a part of. For example: Hung Up Important: Every transaction should start with a log entry setting the transaction name along with the activity type of Start. Once you start a transaction, all log entries should use the same transaction name up to and including the final log entry for that transaction.
transactionName
string
type
string
The activity type for this log. The options are: Start In Progress End Cancel
The session label. A variable name, if one should be included with this log entry. The value of the variable named in varName. The duration in seconds between the timestamp of the first log entry with the same transaction name and the activity type of Start and this log entry in a single session block. Note: This calculation should be based on one block of log entries that belong in one session.
moduleIdNodeId
string
The module ID and node ID in the format: [Module Id]:Node Id, where Module Id is only specified if it is not the same as the application name. For example, if the application name is CollectTicketInfo and it contains the CollectTicketInfo module with the node StartTicket and the GetPayment module with the node StartPay, you would specify them as: :StartTicket GetPayment:StartPay
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Return values
The reportBatch method returns one of the following values: success decryption failed - error occured decrypting the password Password incorrect Request is out of date Error storing data in database Error initializing database Error getting the EPID If the method fails, you can use the logFailed method to enter an event into the Avaya Aura Experience Portal event log.
Parameters
Parameter appServerAddress applicationID level reason Type string string string string Description The hostname or IP address of the application server. The name of the application. For example: CollectTicketInfo This should always be: Info The reason this log entry was made. When entering data in this field, you should keep in mind that: The reason for the first log entry in a session block should always be "-" (dash). If the activity type is Node Entry or Application Exit, this field must contain the moduleIdNodeId of the previous log entry of type Node Entry. This
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Parameter
Type
Description allows Avaya Aura Experience Portal to track the source of the breadcrumb. If the activity type is Module Exit, this field can contain whatever reason code you want to use.
sessionID
string
The session ID for the session. This is a user-defined identifier that should be unique across sessions. The current system time in milliseconds since January 1, 1970 00:00:00 UTC. The value of this parameter should contain a long number. This should always be: Framework The options are: Node Entry Module Exit Application Exit
Timestamp
string
transactionName type
string string
The session label. A variable name, if one should be included with this log entry. The value of the variable named in varName. The duration in seconds between the timestamp of the first log entry with the activity type of Node Entry or Application Exit and this log entry in a single session block. Note: This calculation should be based on one block of log entries that belong in one session.
moduleIdNodeId
string
The module and node identifiers. If the type of the last log entry in the session block is Application Exit, than this field should be "--" (dash dash). Otherwise, it should contain the module ID and node ID in the format: [Module Id]:Node Id, where Module Id is only specified if it is not the same as the application name. For example, if the application name is CollectTicketInfo and it contains the CollectTicketInfo module with the node
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Parameter
Type
Description StartTicket and the GetPayment module with the node StartPay, you would specify them as: :StartTicket GetPayment:StartPay
Return values
The reportBatch method returns one of the following values: success decryption failed - error occured decrypting the password Password incorrect Request is out of date Error storing data in database Error initializing database Error getting the VPID If the method fails, you can use the logFailed method to enter an event into the Avaya Aura Experience Portal event log.
Parameters
Parameter appServerAddress applicationID level Type string string string Description The hostname or IP address of the application server. The name of the application. For example: CollectTicketInfo The logging level.
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Parameter
Description
reason
string
The generated message defined by the application. Internationalization must be provided by the application. The maximum length is 100 characters. If the length is over the maximum, it will be truncated. The session ID for the session. The current system time in milliseconds since January 1, 1970 00:00:00 UTC. The value of this parameter should contain a long number. Not used. Not used. Not used. A variable name, if one should be included with this event entry. This is optional. The value of the variable named in varName. This is optional. Not used. Not used.
sessionID timestamp
string string
Return values
The logApplicationEventAlarm method returns one of the following values: success decryption failed - error occured decrypting the password Password incorrect Request is out of date Error storing data in database Error initializing database Error getting the EPID The following table displays the log events and the associated messages to Alarm Maps:
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Log Message Alarm Message Application {0} reported an error from {1} at {2} with message: {3} {4} QAPP_00001: Application generated a Minor alarm Application {0} reported an error from {1} at {2} with message: {3} {4} QAPP_00002: Application generated a Major alarm Application {0} reported an error from {1} at {2} with message: {3} {4} QAPP_00003: Application generated a Critical alarm
PAPP_00002
QAPP_00002
Error
Major
PAPP_00003
QAPP_00003
Fatal
Critical
The parameter definitions for the log entries are: {0} Name of the application defined on the application configuration web page (applicationID) {1} Application server IP or host name (appServerAddress), Session ID: (sessionID) {2} Application server time of the log event (timestamp) {3} The generated message defined by the application. Internationalization must be provided by the application (reason) {4} Variable Name: (varName) Variable Value: (varValue)
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xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <!--WSDL created by Apache Axis version: 1.4 Built on Apr 22, 2006 (06:55:48 PDT)--> <wsdl:types> <schema elementFormDefault="qualified" targetNamespace="urn:com.avaya.vp.report.EPReport4" xmlns="http://www.w3.org/2001/XMLSchema"> <complexType name="EPReportEntry4"> <sequence> <element name="appServerAddress" nillable="true" type="xsd:string"/> <element name="applicationID" nillable="true" type="xsd:string"/> <element name="level" nillable="true" type="xsd:string"/> <element name="reason" nillable="true" type="xsd:string"/> <element name="sessionID" nillable="true" type="xsd:string"/> <element name="timestamp" nillable="true" type="xsd:string"/> <element name="transactionName" nillable="true" type="xsd:string"/> <element name="type" nillable="true" type="xsd:string"/> <element name="userLog" nillable="true" type="xsd:string"/> <element name="varName" nillable="true" type="xsd:string"/> <element name="varValue" nillable="true" type="xsd:string"/> <element name="activityDuration" type="xsd:int"/> <element name="moduleIdNodeId" nillable="true" type="xsd:string"/> </sequence> </complexType> <element name="reportBatch"> <complexType> <sequence> <element maxOccurs="unbounded" name="entries" type="impl:EPReportEntry4"/> </sequence> </complexType> </element> <element name="reportBatchResponse" </complexType> </element> <element name="reportBatchReturn" type="xsd:string"/> </sequence> </complexType> </element> <element name="logFailed"> <complexType> <sequence> <element name="lastVpmsDown" type="xsd:long"/> </sequence> </complexType> </element> <element name="logFailedResponse"> </complexType> </element> <element name="logApplicationAlarm"> </complexType> <sequence> <element maxOccurs="unbounded" name="entries" type="impl:EPReportEntry4"/> <sequence> </complexType> </element> <element name="logApplicationAlarmResponse"> </complexType> <sequence> <element name="logApplicationEventAlarmReturn" type="xsd:string"/> <sequence> <complexType/> </element> </schema> </wsdl:types> <wsdl:message name="reportBatchRequest">
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<wsdl:part element="impl:reportBatch" name="parameters"/> </wsdl:message> <wsdl:message name="logFailedRequest"> <wsdl:part element="impl:logFailed" name="parameters"/> </wsdl:message> <wsdl:message name="logApplicationEventAlarmRequest"> <wsdl:part element="impl:logApplicationEventAlarm" name="parameters"/> </wsdl:message> <wsdl:message name="reportBatchResponse"> <wsdl:part element="impl:reportBatchResponse" name="parameters"/> </wsdl:message> <wsdl:message name="logFailedResponse"> <wsdl:part element="impl:logFailedResponse" name="parameters"/> </wsdl:message> <wsdl:message name="llogApplicationEventAlarmResponse"> <wsdl:part element="impl:logApplicationEventAlarmResponse" name="parameters"/> </wsdl:message> <wsdl:portType name="EPReport4"> <wsdl:operation name="reportBatch"> <wsdl:input message="impl:reportBatchRequest" name="reportBatchRequest"/> <wsdl:output message="impl:reportBatchResponse" name="reportBatchResponse"/> </wsdl:operation> <wsdl:operation name="logFailed"> <wsdl:input message="impl:logFailedRequest" name="logFailedRequest"/> <wsdl:output message="impl:logFailedResponse" name="logFailedResponse"/> </wsdl:operation> <wsdl:operation name="logApplicationEventAlarm"> <wsdl:input message="impl:logApplicationEventAlarmRequest" name="logApplicationEventAlarmRequest"/> <wsdl:output message="impl:logApplicationEventAlarmResponse" name="logApplicationEventAlarmResponse"/> </wsdl:operation> </wsdl:portType> <wsdl:binding name="EPReport4SoapBinding" type="impl:EPReport4"> <wsdlsoap:binding style="document" transport="http://schemas.xmlsoap.org/soap/http"/> <wsdl:operation name="reportBatch"> <wsdlsoap:operation soapAction=""/> <wsdl:input name="reportBatchRequest"> <wsdlsoap:body use="literal"/> </wsdl:input> <wsdl:output name="reportBatchResponse"> <wsdlsoap:body use="literal"/> </wsdl:output> </wsdl:operation> <wsdl:operation name="logFailed"> <wsdlsoap:operation soapAction=""/> <wsdl:input name="logFailedRequest"> <wsdlsoap:body use="literal"/> </wsdl:input> <wsdl:output name="logFailedResponse"> <wsdlsoap:body use="literal"/> </wsdl:output> </wsdl:operation> <wsdl:operation name="logApplicationEventAlarm"> <wsdlsoap:operation soapAction=""/> <wsdl:input name="logApplicationEventAlarmRequest"> <wsdlsoap:body use="literal"/> </wsdl:input> <wsdl:output name="logApplicationEventAlarmResponse"> <wsdlsoap:body use="literal"/> </wsdl:output> </wsdl:operation> </wsdl:binding> <wsdl:service name="EPReport4Service">
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Best practices
When using the Application Interface web service, keep in mind that: The Application Interface web service uses Digest Authentication to authenticate web service client requests. When you submit a request to the web service, you need to include the user name and password specified in the Outcall section of the Web Service Authentication group on the EPM Settings page. If you need to change this user name or password, you must do it through the EPM. For details, see Configuring the Application Interface web service on page 530. If non-ASCII characters are sent in the URL request to the web service they should be encoded as UTF-8 prior to sending the request. For example, an application name of aa is encoded and sent as a%C3%B1a. Note that the non-ASCII character is sent as the UTF-8 value of %C3%B1. A non zero timeout value should be specified when using the LaunchVXML method. If no timeout value is passed, or if the value is 0, then a default value of 120 seconds will be used. For both the LaunchCCXML and the LaunchVXML method, parameters must be passed as name value pairs. For example, parameter1=value. If you plan to use a single CCXML application to launch multiple outgoing calls simultaneously, keep in mind that each application is handled by a single MPP, which means that each application is limited to the number of ports available on the MPP to which it is assigned. While the Application Interface web service tries to select the best MPP to handle the call, the application must have a way to verify the number of available ports so that it does not exceed the resources available on the MPP. If you want to make additional calls, you can either: Launch one additional instance of the CCXML call blast application for each additional MPP in the system. Use the QueryResources method to check the available resources and launch another instance of the CCXML call blast application as soon as enough resources are available. If your Avaya Aura Experience Portal EPM software runs on a dedicated server machine, you should configure a auxiliary EPM server to handle Application Interface web service requests if the primary EPM server is unavailable.
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GetStatus method
All methods can be called from any application that is running on the same network as theAvaya Aura Experience Portal EPM server.
GetStatus method
This method returns the: Number of SIP requests processed since the Application Interface web service last started Number of telephony requests processed since the Application Interface web service last started Number of VoiceXML requests since the Application Interface web service last started Number of CCXML requests since the Application Interface web service last started Number of CCXML requests sent since the Application Interface web service last started Maximum, minimum, and average number of MPP servers examined before a suitable MPP was found to run the requested application Date and time that the Application Interface web service was started Date and time on which the last request was made The version of the EPM software on the server running the Application Interface web service
Data Returned
Parameter iSIPRequestsProcess ed_returned Type Integer Description Total number of SIP requests processed since the Application Interface web service was started. Total number of H.323 or SIP telephony requests processed since the web service was started. Total number of VoiceXML requests processed since the web service was started. Total number of CCXML requests processed since the web service was started. Total number of CCXML events sent since the web service was started. Maximum number of MPPs that were examined before the web service found an MPP on which to run the requested application. Minimum number of MPPs that were examined before the web service found an MPP on which to run the requested application.
iTELRequestsProcess Integer ed_returned iVXMLRequestsProce Integer ssed_returned iCCXMLRequestsPro cessed_returned iCCXMLEventsSent_r eturned maxMPPHops_return ed Integer Integer Integer
minMPPHops_returne Integer d
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Parameter
Type
Description Average number of MPPs that were examined before the web service found an MPP on which to run the requested application. Date and time on which the last request was made. Date and time on which the web service was last started. The version of the EPM software running on the server.
avgMPPHops_returne Integer d lastRequestDateTime _returned serviceStartedDateTi me_returned vpmsSoftwareVersion _returned Date Date String
Return values
Value 0x0 0x1 Attributes Success Failure Condition The web service successfully retrieved the status information. The web service was unable to retrieve the status information. Verify that the EPM and MPP servers are communicating properly and retry the request.
LaunchCCXML method
This method starts the specified CCXML application, and, if successful, returns the: Avaya Aura Experience Portal session ID for the new session Total number of outbound resources available, both used and unused Total number of unused SIP outbound resources Total number of unused H.323 outbound resources Important: The CCXML application being launched must return the status of that launch using a custom event as described in Returning the status of a LaunchCCXML request on page 536. For information on return values, see CCXML application Status return values on page 535.
Parameters
Parameter toURI Type String Description Provides a hint to the Application Interface web service about what resources this CCXML application requires.
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LaunchCCXML method
Parameter
Description
Blank (no input): Indicates that there are no requirements. tel: Use this for an H.323 or SIP connection, or a mix of both. sip: Use this for a standard SIP connection. sips: Use this for a secure SIP connection. applicationName String Name of the CCXML application to run once the outbound call has connected. Important: The applicationName must match the name that was specified when the application was added to Avaya Aura Experience Portal through the EPM. You can view all application names on the Applications page. applicationURL String Parameters that should be appended to URL specified for the application in the EPM. This allows you to invoke the application with different arguments as needed. One or more name-value variable pairs that will be passed to the CCXML application when it is invoked. Each pair should be in the format parametername=value, and multiple pairs should be separated by a ; (semi-colon). Note: When the web service passes the parameter to the application, it appends the namespace session.values.avaya.ParameterMap. Therefore, the variable should be referenced in your application as
parameters
String
launchTimeout
Integer
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Data Returned
Parameter sessionID_returned Type String Description If the CCXML application connected successfully, the Application Interface web service sets this return value to the session ID Avaya Aura Experience Portal assigned to the new CCXML session. Total number of outbound resources available, both used and unused. Total number of unused SIP outbound resources. Total number of unused H.323 outbound resources.
Return values
All return values except for "Success" indicate that this method has failed.
Value 0x0 0x1 0x13 0x14 0x15 Attributes Success Failure Failed Timeout Condition The web service successfully started the CCXML application. The Application Interface web service was unable to launch the CCXML application. The application was not started due to a problem with the application server. The CCXML application did not begin within the amount of time specified in the launchTimeout parameter.
No Response The session ended and the CCXML page did not return a response toAvaya Aura Experience Portal. This can happen if the CCXML page is not designed to send a response, or if the page has an error and exits before the code that sends the response executes. Fax Detected The outbound number is associated with a fax machine. Invalid URI Unknown Application Invalid URL MPP WS Failure The toURI parameter contains an invalid URI specification. The applicationName parameter does not match one of the application names configured though the EPM. You can view all application names on the Applications page. The applicationURL parameter contains an invalid URL specification. The required out call web service is not running on any MPP in the system. Therefore the call cannot be connected. Messages from the Application Interface web service appear in the OCWSServer.log file on the MPP, which is accessible from the MPP Service Menu Log Directories page.
0x22 0x32
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LaunchCCXML method
Note: All return values generated by the LaunchVXML and LaunchCCXML may not have a mapping to the status that the CCXML application sends. Related topics: Returning the status of a LaunchCCXML request on page 536 CCXML session properties on page 536
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Procedure
1. Create a custom event handler in your application that sends the results back to the Application Interface web service. 2. In the custom event handler, create a variable called status that contains the status you want to return to the Application Interface web service. For example, if the call was not answered, you could assign status the value "no answer" using the <var name="status" expr="no answer"/> tag. 3. Send the response to the Application Interface web service using a <send> tag with the format: <send name="avaya.launchresponse"
targettype="avaya_platform" target="session.id" namelist="status"/ >, where session.id is the session identifier assigned to the session by Avaya
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LaunchCCXML method
Description The audio encoding codec the MPP uses as the default for audio recording within the Avaya Voice Browser (AVB) when the speech application does not specify the format for recording caller inputs. The options are: audio/basic: The AVB uses the mu-Law encoding format, which is used mostly in the United States and Japan. audio/x-alaw-basic: The AVB uses the A-Law encoding format, which is used in most countries other than the United States and Japan.
For inbound calls, this property is set to the same value as the Fax Detection Enable parameter set for the application through the EPM Web interface. For inbound calls, if fax detection is enabled, this property is set to the same value as the Fax Phone Number parameter set for the application through the EPM Web interface. For outbound calls launched by the Application Interface web service, this is the maximum amount of time, in seconds, to wait for the CCXML application to be start before returning an error message. For outbound calls launched by the Application Interface web service, this property contains the information passed to the application in the uuiInfo parameter of the LaunchCCXML method. For outbound calls launched by the Application Interface web service, this property contains the name-value pairs passed to the application by the LaunchCCXML method. For outbound calls launched by the Application Interface web service, this object contains all of the parameters encoded in the session.values.avaya parameters field.
UUI_Info
Parameters
ParameterMap
Additional properties
The CCXML browser also maintains current data in the connections, conferences and dialogs objects available within the session namespace. For details about these objects, see the W3C CCXML Version 1.0, W3C Working Draft dated 19 January 2007.
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LaunchVXML method
This method initiates an outbound call on an available MPP, then starts the specified VoiceXML application. If successful, it returns the: Avaya Aura Experience Portal session ID for the new session Total number of outbound resources available, both used and unused Total number of unused SIP outbound resources Total number of unused H.323 outbound resources The actual launch of the VoiceXML application is handled by the default CCXML page, which is also responsible for returning success or failure back to the Application Interface web service. When the VoiceXML application is invoked, the first VoiceXML page is prepared. If this succeeds, the outbound call is placed by the system. If the call connects and the dialog starts without error, then the VoiceXML application returns a successful launch code. Otherwise, the application returns an appropriate error code. Note: If the initial VoiceXML page cannot be prepared for any reason, the Application Interface web service does not place the outbound call. Therefore a customer will never be bothered by an outbound call that cannot possibly start correctly. For information about the status codes returned by the CCXML page, see Returning the status of a LaunchCCXML request on page 536.
Parameters
Parameter toURI Type String Description The number or destination to be contacted by the outbound application. This parameter can be prefixed with one of the following strings: tel: Use this for an H.323 or SIP connection, or a mix of both. sip: Use this for a standard SIP connection. sips: Use this for a secure SIP connection. fromURI applicationName String String Calling address information to pass with the outbound call. Name of the VoiceXML application to run once the outbound call has connected.
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LaunchVXML method
Parameter
Type
Description Important: The applicationName must match the name that was specified when the application was added to Avaya Aura Experience Portal through the EPM. You can view all application names on the Applications page.
applicationURL
String
Parameters that should be appended to URL specified for the application in the EPM. This allows you to invoke the application with different arguments as needed. One or more name-value variable pairs that will be passed to the VoiceXML application when it is invoked. Each pair should be in the format parametername=value, and multiple pairs should be separated by a ; (semi-colon). Note: When the web service passes the parameter to the application, it appends the namespace session.avaya.telephone. Therefore, the variable should be referenced in your application as
parameters
String
session.avaya.telephone.parametername
. For example, if you specify UserCounter=0 in the web service, you would reference session.avaya.telephone.UserCounter in your application. Tip: If you want to enable call classification for this call, see Call classification with the LaunchVXML method on page 541. uuiInfo String The Application Interface web service passes any information in this parameter to the platform telephony layer included in the outbound call. The maximum amount of time, in seconds, to wait for the outbound call to be connected. Enter a value between 0 and 2,147,483. If this parameter is set to 0 (zero) or omitted, Avaya Aura Experience Portal uses the default value of 120 seconds.
connectTimeout Secs
Integer
Data Returned
Parameter Type Description If the VoiceXML application connected successfully, the Application Interface web service sets this return value to
sessionID_return String ed
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Parameter
Type
Description the session ID Avaya Aura Experience Portal assigned to the new CCXML session.
Total number of outbound resources available, both used and unused. Total number of unused SIP outbound resources. Total number of unused H.323 outbound resources.
Return values
All return values except for "Success" indicate that this method has failed.
Value 0x0 0x1 0x2 0x10 0x11 Attributes Success Failure No resource Busy No Answer Condition The web service successfully connected the outbound call. The Application Interface web service was unable to launch the VoiceXML application. No outbound ports are available. The destination named in the toURI parameter is busy and cannot be reached. The destination named in the toURI parameter did not answer within the amount of time specified in the connectTimeoutSecs parameter. The outbound call was rejected due to a network error. The outcall for the LaunchVXML operation did not connect within the specified timeout period.
No Response The session ended and the VoiceXML page did not return a response toAvaya Aura Experience Portal. This can happen if the VoiceXML page is not designed to send a response, or if the page has an error and exits before the code that sends the response executes. Fax Detected The outbound number is associated with a fax machine. Invalid URI Unknown Application Either or both of the toURI and fromURI parameters contain an invalid URI specification. The applicationName parameter does not match one of the application names configured though the EPM. You can view all valid application names on the Applications page.
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LaunchVXML method
Condition The applicationURL parameter contains an invalid URL specification. The Connect timeout in LaunchVXML request (connectTimeoutSecs) is too long. The value specified must be less than the MaxLaunchVXMLConnectTimeout parameter in the voiceportal.properties file on Avaya Aura Experience Portal. The required out call web service is not running on any MPP in the system. Therefore the call cannot be connected. Messages from the Application Interface web service appear in the OCWSServer.log file on the MPP, which is accessible from the MPP Service Menu Log Directories page.
0x32
MPP WS Failure
Related topics: Call classification with the LaunchVXML method on page 541 VoiceXML session properties on page 543
enable_call_class This required parameter enables call classification. ification=true detect_greeting_e This optional parameter instructs the VoiceXML application to nd=true identify the end of a recorded greeting if an answering machine answers the outbound call. call_classificati This Optional parameter is to set wait timeout for end of recorded on_recorded_msg_t greeting, if an answering machine answers the outbound call. imeout = in mili Default is 30 sec. secs (e.g. 30000 is 30 sec) call_classificati on_connectWhen = ( OnConnect or OnProgress) This optional parameter is to start the CPA engine (call classification) on either OnConnect or OnProgress. By default it is set to OnProgress. In case the engine is started before connect, early media will also be captured for call classification.
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Name-value pair
Description
call_classificati This optional parameter indicates how long the call classification on_timeout=value function will run if it is unable to determine the classification. The value specified should be in milliseconds. If the value is not provided, the default timeout is 20 sec. call_classificati Timeout for outbound call classification from engine. Default is 20 on_timeout = in sec. mili secs (e.g. 20000 is 20 sec)
Call classifications
If you enable call classification, the VoiceXML application sends one of the following classifications to the application server using the query arguments on the URL:
Classification live_voice Description If a human being answers the call, the application starts the previously-prepared VoiceXML dialog. Note: This is the default classification assigned to the VoiceXML session before the call is placed. If a human being does not answer the call, this classification must be changed. recorded_msg If the LaunchVXML method was invoked with detect_greeting_end=false or if the detect_greeting_end parameter was not specified and an answering machine answers the call, the application terminates the previously-prepared VoiceXML dialog and starts a new dialog by sending the classification recorded_msg to the application server. If the LaunchVXML method was invoked with detect_greeting_end=true and an answering machine answers the call, the application terminates the previouslyprepared VoiceXML dialog and starts a new dialog by sending the classification msg_end to the application server. If a fax machine answers the call, the application terminates and returns the error code fax detected (8206) to the Application Interface web service. If the VoiceXML application does not send a classification change message to the CCXML page within a given period of time, the CCXML applications assumes that a live person has answered the phone and it starts the previously-prepared VoiceXML dialog. All other classifications result in the status code for no answer () being returned the Application Interface web service.
msg_end
fax_answer_tone
timeout
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LaunchVXML method
ccxml.values.*
local.uri protocol.name
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Description This property is reserved for future use. The Dialed Number Identification Service (DNIS) associated with the call that triggered the VoiceXML session. The full URL, including any query string parameters, used to fetch the first page of the VoiceXML session. The User-to-User Interface (UUI) mode under which this application is operating. The options are: shared service provider
uui.shared[]
If uui.mode is shared, this property contains an array of the shared UUI data pieces in name-value format.
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QueryResources method
QueryResources method
This method takes a snapshot of the current outbound usage across all MPPs in the Avaya Aura Experience Portal system and returns: Total number of outbound resources available, both used and unused Total number of unused SIP outbound resources Total number of unused H.323 outbound resources You can use this method to determine the approximate availability of outbound resources before you use the LaunchCCXML or LaunchVXML method to start a new outbound session. Keep in mind, however, that system usage is extremely dynamic. The QueryResources method only returns a snapshot of the current usage. It does not look for upcoming outbound calls or try to determine whether another LaunchCCXML or LaunchVXML command has just started and is about to claim one or more outbound resources. In addition, this method reports the total number of outbound resources available across all MPPs in the Avaya Aura Experience Portal system. Each application only has access to the available ports on the MPP to which it is assigned. If your site has multiple MPPs, that means any single application will probably not have access to the total number of resources returned by this method. For more information on using applications that launch multiple outgoing calls, see Best practices on page 528.
Data Returned
Name totalRes_returne d unusedSIP_retur ned unusedH323_ret urned Type Integer Integer Integer Description Total number of outbound resources available, both used and unused. Total number of unused SIP outbound resources. Total number of unused H.323 outbound resources.
Return values
Value 0x0 0x1 Attributes Success Failure Condition The web service successfully retrieved the resource information. The web service was unable to retrieve the resource information. Verify that the EPM and MPP servers are communicating properly and retry the request.
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SendCCXMLEvent method
This method instructs the MPP to dispatch a user-named event with an accompanying parameter string to the specified CCXML session.
Parameters
Name sessionID Type String Description The session ID of an existing CCXML session. This parameter must match exactly the session ID assigned by Avaya Aura Experience Portal when the session started. The user-defined event that the MPP should send to the session. Any user-defined parameters that the MPP should pass along with the event to the CCXML session.
eventName parameters
String String
Return values
All return values except for "Success" indicate that this method has failed.
Value 0x0 0x1 0x23 Attributes Success Failure Invalid Session ID Condition The specified event was successfully posted to the CCXML session. Application Interface web service was unable to send the event to the CCXML session. No current session ID matched the one specified in the sessionID parameter. Make sure that the session ID is correct and that the session is still running on the MPP. The MPP service is not running and cannot service the request.
MPP Down
MPP Stopped The MPP service is running, but the MPP is not currently processing calls. MPP WS Failure The required out call web service is not running on any MPP in the system. Therefore the call cannot be connected. Messages from the Application Interface web service appear in the OCWSServer.log file on the MPP, which is accessible from the MPP Service Menu Log Directories page.
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Return Codes
Return Codes
The application interface webservice receives the return codes when the system cannot process webservices outcall request. For example, the No Resources return code is displayed when there are no ports available to perform the webservices outcall request. The application waits for some time or uses the QueryResources request to get the resource information and do this until it shows resources are available.
Value 8192 Attributes No Resource Condition Represents that there are no ports available to perform the outcall request. The application waits for some time or use the QueryResources request to get the resource information and do this until it shows resources are available. Represents that all the MPPs are stopped and does not process a request. Represents that all the MPPs are down and does not process a request.
8193 8194
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<xsd:element name="iTELRequestsProcessed_returned" type="int"/> <xsd:element name="iVXMLRequestsProcessed_returned" type="int"/> <xsd:element name="iCCXMLRequestsProcessed_returned" type="int"/> <xsd:element name="iCCXMLEventsSent_returned" type="int"/> <xsd:element name="maxMPPHops_returned" type="int"/> <xsd:element name="minMPPHops_returned" type="int"/> <xsd:element name="avgMPPHops_returned" type="int"/> <xsd:element name="serviceStartedDateTime_returned" type="dateTime"/> <xsd:element name="lastRequestDateTime_returned" type="dateTime"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="LaunchVXMLRequest"> <xsd:complexType> <xsd:sequence> <xsd:element name="toURI" type="string"/> <xsd:element name="fromURI" type="string"/> <xsd:element name="applicationName" type="string"/> <xsd:element name="applicationURL" type="string"/> <xsd:element name="parameters" type="string"/> <xsd:element name="uuiInfo" type="string"/> <xsd:element name="connectTimeoutSecs" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="LaunchVXMLResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="sessionID_returned" type="string"/> <xsd:element name="totalRes_returned" type="int"/> <xsd:element name="unusedSIP_returned" type="int"/> <xsd:element name="unusedH323_returned" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="LaunchCCXMLRequest"> <xsd:complexType> <xsd:sequence> <xsd:element name="toURI" type="string"/> <xsd:element name="applicationName" type="string"/> <xsd:element name="applicationURL" type="string"/> <xsd:element name="parameters"
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April 2012
type="string"/> <xsd:element name="uuiInfo" type="string"/> <xsd:element name="launchTimeout" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="LaunchCCXMLResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="sessionID_returned" type="string"/> <xsd:element name="totalRes_returned" type="int"/> <xsd:element name="unusedSIP_returned" type="int"/> <xsd:element name="unusedH323_returned" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="LaunchVXMLRequest"> <xsd:complexType> <xsd:sequence> <xsd:element name="toURI" type="string"/> <xsd:element name="fromURI" type="string"/> <xsd:element name="applicationName" type="string"/> <xsd:element name="applicationURL" type="string"/> <xsd:element name="parameters" type="string"/> <xsd:element name="uuiInfo" type="string"/> <xsd:element name="connectTimeoutSecs" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="LaunchVXMLResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="sessionID_returned" type="string"/> <xsd:element name="totalRes_returned" type="int"/> <xsd:element name="unusedSIP_returned" type="int"/> <xsd:element name="unusedH323_returned" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="LaunchCCXMLRequest"> <xsd:complexType> <xsd:sequence> <xsd:element name="toURI" type="string"/> <xsd:element name="applicationName" type="string"/> <xsd:element name="applicationURL" type="string"/>
April 2012
549
<xsd:element name="parameters" type="string"/> <xsd:element name="uuiInfo" type="string"/> <xsd:element name="launchTimeout" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="LaunchCCXMLResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="sessionID_returned" type="string"/> <xsd:element name="totalRes_returned" type="int"/> <xsd:element name="unusedSIP_returned" type="int"/> <xsd:element name="unusedH323_returned" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="SendCCXMLEventRequest"> <xsd:complexType> <xsd:sequence> <xsd:element name="sessionID" type="string"/> <xsd:element name="eventName" type="string"/> <xsd:element name="parameters" type="string"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="SendCCXMLEventResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="retCode" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="QueryResourcesRequest"> <xsd:complexType> <xsd:sequence> <xsd:element name="queryResourcesRequestUnused" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:element name="QueryResourcesResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="totalRes_returned" type="int"/> <xsd:element name="unusedSIP_returned" type="int"/> <xsd:element name="unusedH323_returned" type="int"/> </xsd:sequence> </xsd:complexType> </xsd:element> <xsd:complexType name="GetStatusFault"> <xsd:sequence>
550
April 2012
<xsd:element name="returnCode" type="int"/> <xsd:element name="description" type="xsd:string"/> </xsd:sequence> </xsd:complexType> <xsd:complexType name="LaunchCCXMLFault"> <xsd:sequence> <xsd:element name="returnCode" type="int"/> <xsd:element name="description" type="xsd:string"/> </xsd:sequence> </xsd:complexType> <xsd:complexType name="QueryResourcesFault"> <xsd:sequence> <xsd:element name="returnCode" type="int"/> <xsd:element name="description" type="xsd:string"/> </xsd:sequence> </xsd:complexType> <xsd:complexType name="SendCCXMLEventFault"> <xsd:sequence> <xsd:element name="returnCode" type="int"/> <xsd:element name="description" type="xsd:string"/> </xsd:sequence> </xsd:complexType> <xsd:complexType name="LaunchVXMLFault"> <xsd:sequence> <xsd:element name="returnCode" type="int"/> <xsd:element name="description" type="xsd:string"/> </xsd:sequence> </xsd:complexType> </xsd:schema> </wsdl:types> <wsdl:message name="GetStatusRequest"> <wsdl:part element="impl:GetStatusRequest" name="parameters"/> </wsdl:message> <wsdl:message name="GetStatusResponse"> <wsdl:part element="impl:GetStatusResponse" name="parameters"/> </wsdl:message> <wsdl:message name="LaunchVXMLRequest"> <wsdl:part element="impl:LaunchVXMLRequest" name="parameters"/> </wsdl:message> <wsdl:message name="LaunchVXMLResponse"> <wsdl:part element="impl:LaunchVXMLResponse" name="parameters"/> </wsdl:message> <wsdl:message name="LaunchCCXMLRequest"> <wsdl:part element="impl:LaunchCCXMLRequest" name="parameters"/> </wsdl:message> <wsdl:message name="LaunchCCXMLResponse"> <wsdl:part element="impl:LaunchCCXMLResponse" name="parameters"/> </wsdl:message> <wsdl:message name="SendCCXMLEventRequest"> <wsdl:part element="impl:SendCCXMLEventRequest" name="parameters"/> </wsdl:message> <wsdl:message name="SendCCXMLEventResponse"> <wsdl:part element="impl:SendCCXMLEventResponse" name="parameters"/>
April 2012
551
</wsdl:message> <wsdl:message name="QueryResourcesRequest"> <wsdl:part element="impl:QueryResourcesRequest" name="parameters"/> </wsdl:message> <wsdl:message name="QueryResourcesResponse"> <wsdl:part element="impl:QueryResourcesResponse" name="parameters"/> </wsdl:message> <wsdl:message name="GetStatusFault"> <wsdl:part name="GetStatusFault" type="impl:GetStatusFault"> </wsdl:part> </wsdl:message> <wsdl:message name="LaunchCCXMLFault"> <wsdl:part name="LaunchCCXMLFault" type="impl:LaunchCCXMLFault"> </wsdl:part> </wsdl:message> <wsdl:message name="LaunchVXMLFault"> <wsdl:part name="LaunchVXMLFault" type="impl:LaunchVXMLFault"> </wsdl:part> </wsdl:message> <wsdl:message name="QueryResourcesFault"> <wsdl:part name="QueryResourcesFault" type="impl:QueryResourcesFault"> </wsdl:part> </wsdl:message> <wsdl:message name="SendCCXMLEventFault"> <wsdl:part name="SendCCXMLEventFault" type="impl:SendCCXMLEventFault"> </wsdl:part> </wsdl:message> <wsdl:portType name="AppIntfWS"> <wsdl:operation name="GetStatus"> <wsdl:input message="impl:GetStatusRequest" name="GetStatusRequest"/> <wsdl:output message="impl:GetStatusResponse" name="GetStatusResponse"/> <wsdl:fault message="impl:GetStatusFault" name="Fault"> </wsdl:fault> </wsdl:operation> <wsdl:operation name="LaunchVXML"> <wsdl:input message="impl:LaunchVXMLRequest" name="LaunchVXMLRequest"/> <wsdl:output message="impl:LaunchVXMLResponse" name="LaunchVXMLResponse"/> <wsdl:fault message="impl:LaunchVXMLFault" name="Fault"/> </wsdl:operation> <wsdl:operation name="LaunchCCXML"> <wsdl:input message="impl:LaunchCCXMLRequest" name="LaunchCCXMLRequest"/> <wsdl:output message="impl:LaunchCCXMLResponse" name="LaunchCCXMLResponse"/> <wsdl:fault message="impl:LaunchCCXMLFault" name="Fault"/> </wsdl:operation> <wsdl:operation name="SendCCXMLEvent"> <wsdl:input message="impl:SendCCXMLEventRequest" name="SendCCXMLEventRequest"/> <wsdl:output message="impl:SendCCXMLEventResponse" name="SendCCXMLEventResponse"/> <wsdl:fault message="impl:SendCCXMLEventFault" name="Fault"/> </wsdl:operation> <wsdl:operation name="QueryResources"> <wsdl:input message="impl:QueryResourcesRequest"
552
April 2012
name="QueryResourcesRequest"/> <wsdl:output message="impl:QueryResourcesResponse" name="QueryResourcesResponse"/> <wsdl:fault message="impl:QueryResourcesFault" name="Fault"/> </wsdl:operation> </wsdl:portType> <wsdl:binding name="AppIntfWSSOAP" type="impl:AppIntfWS"> <soap:binding style="document" transport="http://schemas.xmlsoap.org/soap/http"/> <wsdl:operation name="GetStatus"> <soap:operation soapAction=" " style="document"/> <wsdl:input name="GetStatusRequest"> <soap:body use="literal"/> </wsdl:input> <wsdl:output name="GetStatusResponse"> <soap:body use="literal"/> </wsdl:output> <wsdl:fault name="Fault"> <soap:fault name="Fault" use="literal"/> </wsdl:fault> </wsdl:operation> <wsdl:operation name="LaunchVXML"> <soap:operation soapAction=" " style="document"/> <wsdl:input name="LaunchVXMLRequest"> <soap:body use="literal"/> </wsdl:input> <wsdl:output name="LaunchVXMLResponse"> <soap:body use="literal"/> </wsdl:output> <wsdl:fault name="Fault"> <soap:fault name="Fault" use="literal"/> </wsdl:fault> </wsdl:operation> <wsdl:operation name="LaunchCCXML"> <soap:operation soapAction=" " style="document"/> <wsdl:input name="LaunchCCXMLRequest"> <soap:body use="literal"/> </wsdl:input> <wsdl:output name="LaunchCCXMLResponse"> <soap:body use="literal"/> </wsdl:output> <wsdl:fault name="Fault"> <soap:fault name="Fault" use="literal"/> </wsdl:fault> </wsdl:operation> <wsdl:operation name="SendCCXMLEvent"> <soap:operation soapAction=" " style="document"/> <wsdl:input name="SendCCXMLEventRequest"> <soap:body use="literal"/> </wsdl:input> <wsdl:output name="SendCCXMLEventResponse"> <soap:body use="literal"/> </wsdl:output> <wsdl:fault name="Fault"> <soap:fault name="Fault" use="literal"/> </wsdl:fault> </wsdl:operation> <wsdl:operation name="QueryResources"> <soap:operation soapAction=" " style="document"/> <wsdl:input name="QueryResourcesRequest"> <soap:body use="literal"/> </wsdl:input> <wsdl:output name="QueryResourcesResponse"> <soap:body use="literal"/> </wsdl:output>
April 2012
553
<wsdl:fault name="Fault"> <soap:fault name="Fault" use="literal"/> </wsdl:fault> </wsdl:operation> </wsdl:binding> <wsdl:service name="AppIntfWS"> <wsdl:port binding="impl:AppIntfWSSOAP" name="AppIntfWS"> <soap:address location="http://localhost:80/axis/services/AppIntfWS"/> </wsdl:port> </wsdl:service> </wsdl:definitions>
554
April 2012
Index A
about .................................................................173, 239 AMS ...................................................................239 MPPs ..................................................................173 access for users .........................................................15 accounts for users ......................................................15 Acknowledged event and alarm status .....................417 Add Application page ................................................277 Add ASR Server page ..............................................358 Add H.323 Connection page ......................................50 Add ICR to EPM .......................................................401 Add managed application to EPM .....................393, 394 Add MPP Server pages ............................................202 Add New Roles ...........................................................31 Roles page ...........................................................31 Add New Roles page ..................................................31 Add Organization ........................................................97 Add Organization page ...............................................97 Add SIP Connection pages ........................................59 Add SNMP Trap Configuration page ........................167 Add TTS Server page ...............................................377 Add User page ...........................................................25 adding ....21, 31, 48, 49, 58, 161, 176, 240, 248, 252, 272, 356, 370 AMS ...................................................................240 applications ........................................................252 ASR servers .......................................................356 EPM user accounts ..............................................21 event handlers and prompts ...............................272 H.323 connections ...............................................48 maintenance stations ...........................................49 MPPs ..................................................................176 SIP connections ...................................................58 SIP line side connections ...................................248 SNMP traps ........................................................161 TTS servers ........................................................370 Administration user role ..............................................15 Advanced reporting ..................................................469 AF ID, viewing ..........................................................157 afview command .......................................................157 agents for SNMP ...............................................159, 160 configuring ..........................................................160 Alarm History window ...............................................451 Alarm Manager page ................................................423 Alarm Report page ...................................................427 Alarm/Log Options page ...........................................449 alarms ..................................414, 416419, 421423, 451 Alarm History window .........................................451 Alarm Manager page ..........................................423 categories ...........................................................414 changing status of ..............................................422 high water setting ...............................................417 low water setting ................................................417 overview .............................................................414 reports ................................................................421 creating ........................................................421 resource thresholds ....................................417, 418 retention periods ................................................419 severities .....................................................416, 417 statuses ..............................................................417 viewing specific alarm details .............................421 AMS ....................................................239242, 244247 about ..................................................................239 adding ................................................................240 changing operational modes ..............................242 changing operational state for all .......................244 operational modes ..............................................241 operational states ...............................................242 overview .............................................................239 reboot .................................................................247 reconfiguring ......................................................241 restart .................................................................246 starting ...............................................................246 starting all ...........................................................245 viewing ...............................................................239 viewing details for an AMS .................................240 AMS Configuration History page ..............................213 AMS Servers page ...................................................247 application activity reports ...........460, 461, 471, 482, 485 Application Detail ...............................................461 Application Summary .........................................460 custom .................................................471, 482, 485 application certificate ................................................276 Application Detail page .............................................295 Application Detail report ....................................461, 513 adding applications to ........................................513 creating ..............................................................461 Application Detail Report page .................................301 Application Interface web service ....527532, 536, 538, 541, 543, 545547 call classification ................................................541 best practices .....................................................528
April 2012
555
CCXML session properties .........................536, 543 configuring ..........................................................530 GetStatus method ..............................................531 LaunchCCXML method ......................................532 LaunchVXML method .........................................538 methods for ........................................................530 process flow diagram .........................................529 QueryResources method ...................................545 returning status of LaunchCCXML method ........536 sample WSDL file ...............................................547 SendCCXMLEvent method ................................546 Application Launch Order window ............................348 Application Logging web service .513517, 519, 521, 523 best practices .....................................................513 configuring ..........................................................515 logFailed method ................................................516 methods for ........................................................516 process flow diagram .........................................514 reportBatch method ............................................517 reportBatch method for breadcrumbs ................519 sample WSDL file ...............................................523 Application Server ....................................................389 overview .............................................................389 Application Server pages ..........................................389 application servers ....................................................276 secure connection to ..........................................276 Application Summary page .......................................303 Application Summary report ..............................460, 513 adding applications to ........................................513 creating ..............................................................460 Application Summary Report page ...........................308 applications ...251263, 272, 274, 277, 312, 319, 348, 373, 460, 465, 513, 527 activity reports for ...............................................460 Add Application page .........................................277 adding ................................................................252 adding event handlers ........................................272 Application Launch Order window ......................348 Applications page ...............................................312 associating custom dictionary with .....................373 using Avaya Aura Experience Portal ...........373 using lexicon tag ..........................................373 call classification for ...........................................257 call classification results .....................................258 Change Application page ...................................319 changing .............................................................253 changing priority of .............................................253 default event handlers ........................................274 deleting ...............................................................256 inbound call classification ...................................259 launching voice applications ..............................527
logging messages ..............................................513 outbound call classification ................................260 overview .............................................................251 priority of ............................................................252 specifying inbound default ..................................254 UCID in UUI data ...............................................262 UUI data format ..................................................261 UUI-related parameters ......................................263 viewing ...............................................................251 viewing Log tag messages .................................255 viewing transcription data ...........................256, 465 Applications page .....................................................312 for EPM ..............................................................312 AS Manager ..............................................................389 ASR servers .......................................351, 354358, 363 Add ASR Server page ........................................358 adding ................................................................356 ASR tab ..............................................................357 Change ASR Server page ..................................363 changing .............................................................356 deleting ...............................................................357 overview .............................................................355 viewing ...............................................................355 Audit Log ....................................................452, 453, 455 Audit Log Report page .......................................455 Audit Log Viewer page .......................................453 creating ..............................................................452 Audit Log Report page ..............................................455 Audit Log Viewer page .............................................453 Auditor user role .........................................................15 Auto Restart MPP page ............................................208 Automated Speech Recognition ...............................351 auxiliary EPM .......................................99, 101, 102, 151 changing .............................................................101 changing settings .................................................99 configuring ...........................................................99 EPM Settings page ............................................151 relinking with primary .........................................102 Avaya Aura Experience Portal ....35, 103, 107, 116, 117, 119, 123, 137, 144, 160, 235, 406 change servers ...................................................103 configure as SNMP agent ..................................160 database .......................................116, 117, 119, 123 changing hostname in ............116, 117, 119, 123 database restoration ..........................................137 licenses ................................................................35 moving to new server .........................................107 sharing a database among multiple systems .....144 System Monitor Summary tab ....................235, 406 Avaya Aura Experience Portal logs ...................109, 110 packing MPP server ....................................109, 110
556
April 2012
Avaya Aura Experience Portal Management System 15 Avaya Service accounts ...........................................157 viewing AF ID .....................................................157 Avaya Services .................................................154156 change LDN entries ...........................................155 maintaining server IP addresses ........................155 map file for LDN entries .....................................154 remote MPP login ...............................................156 view MPPmap file ...............................................155 Avaya Services Security Gateway (SSG) .................159 Avaya Voice Browser. ...............................................274 AVB ...................................................................274, 275 options ................................................................274 VoiceXML events ...............................................275
B
backing up ................................................................129 backup server, setting up ..................................126, 127 Linux ...........................................................126, 127 Windows .............................................................127 backup utility .............................................................138 configuring ..........................................................138 bridge transfers in mixed SIP/H.323 environment ......76 Browser ....................................................................314 Browser Settings page .......................................314 Browser Settings page .............................................314
C
call activity reports ....................................................462 call classification ...............................................257260 for inbound calls .................................................259 for outbound calls ...............................................260 overview .............................................................257 results .................................................................258 Call Detail report .................................462, 474, 484, 487 creating ..............................................................462 custom .................................................474, 484, 487 Call Summary report .................................................463 creating ..............................................................463 categories for alarms and events .............................414 CCXML .....................................................................340 CCXML tab .........................................................340 CCXML Log tag ........................................................255 certificate ..................................................................276 for application server ..........................................276 certificates ..................................................................67 Root Certificate tab ..............................................67 Certificates page ........................................................67 Root Certificate tab ..............................................67
Change Application page .........................................319 Change ASR Server page ........................................363 Change H.323 Connection page ................................53 Change MPP Server page ........................................208 Change SIP Connection page ....................................68 Change SNMP Trap Configuration page ..................170 Change TTS Server page .........................................382 Change User page .....................................................27 changing ....21, 48, 58, 103, 161, 177, 179, 183, 241, 242, 244, 249, 253, 274, 356, 370, 422 Avaya Aura Experience Portal servers ..............103 alarm status ........................................................422 all AMS operational states .................................244 all MPP operational states .................................183 AMS ...................................................................241 AMS operational modes .....................................242 applications ........................................................253 ASR servers .......................................................356 AVB options ........................................................274 H.323 connections ...............................................48 MPP operational modes .....................................179 MPPs ..................................................................177 priority of applications ........................................253 SIP connections ...................................................58 SIP Line Side Connections ................................249 SNMP traps ........................................................161 TTS servers ........................................................370 user accounts .......................................................21 Changing ....................................................................32 Changing role .............................................................32 changing role .......................................................32 configuration history for MPPs ..................................193 configuration menu.properties ..................................504 adding items .......................................................504 configuration menu.xml ............................................497 adding groups ....................................................497 configuring ....80, 138, 160, 177, 193, 241, 356, 370, 457, 515, 530 AMS ...................................................................241 Application Interface web service .......................530 Application Logging web service ........................515 ASR servers .......................................................356 backup utility ......................................................138 MPPs ..................................................................177 report settings ....................................................457 SNMP agent .......................................................160 Test operational mode ........................................193 TTS servers ........................................................370 VoIP settings ........................................................80 Configuring Nuance ..................................................354 Configuring Organization Level access ......................94
April 2012
557
access ..................................................................94 corporate directory, linking Avaya Aura Experience Portal with ......................................................23 creating ....420, 421, 452, 460464, 468, 471, 474, 477, 482485, 487 custom reports ..............471, 474, 477, 482485, 487 application .....................................471, 482, 485 Call Detail .....................................474, 484, 487 Session Detail ......................................477, 483 reports ....................420, 421, 452, 460464, 468, 471 alarms ..........................................................421 Application Detail .........................................461 Application Summary ...................................460 Audit Log .....................................................452 Call Detail ....................................................462 Call Summary ..............................................463 custom .........................................................471 events ..........................................................420 Performance ................................................468 Session Detail ..............................................464 Session Summary .......................................464 custom dictionaries for RealSpeak ....................372, 374 sample ................................................................374 custom reports ............................471, 474, 477, 482484 application ...................................................471, 482 Call Detail ...................................................474, 484 Session Detail .............................................477, 483 Custom reports .........................................................488 Creating Custom report ......................................488 Custom Reports ........................................................469 customize ..........................................................496, 504 add menu group to EPM menu ..........................496 add menu item to EPM menu .............................504 customizing EPM main menu ...................................495
applications ........................................................256 ASR servers .......................................................357 H.323 connections ...............................................50 MPPs ..................................................................197 SIP connections ...................................................59 SNMP traps ........................................................162 TTS servers ........................................................371 user accounts .......................................................22 Deleting ......................................................................33 Deleting role ...............................................................33 deleting role .........................................................33 Diagnostics page ......................................................113 Dialog Designer ........................................................251 applications ........................................................251 Disable Organization level access .............................96 disabling ...................................................................161 SNMP traps ........................................................161 display feature.properties .........................................502 adding groups ....................................................502 display features ........................................................502 display features.properties .......................................509 adding items .......................................................509 display menu.properties ....................................499, 507 adding groups ....................................................499 adding items .......................................................507 distribution of telephony ports ....................................37 do_MntDrv backup utility script .................................138 do_RestoreData restoration utility script ...........139, 141 customizing .................................................139, 141
E
Enable Organizational level access ...........................95 EPM ....15, 17, 19, 21, 22, 34, 99, 101104, 107, 117, 118, 120, 151, 196, 230, 235, 405, 406, 408, 444, 495, 496, 504 add menu item ...................................................504 adding menu groups ..........................................496 adding user accounts ...........................................21 changing .............................................................101 changing auxiliary hostname in database ..........120 changing hostname in database ........................117 changing passwords ............................................19 changing server settings ......................................99 changing user accounts .......................................21 configuring auxiliary .............................................99 connecting to MPP .............................................118 Customizing main menu .....................................495 deleting user accounts .........................................22 EPM Settings page ............................................151 logging in ..............................................................17
D
Data Export Report ...................................................470 Data Export Reports .................................................469 database .............................................137, 143, 144, 148 external ..............................................................144 purging report data from external .......................148 purging report data from local ............................143 restoring .............................................................137 Database Restore utility ...........................................137 database schema ......................................482, 485, 487 VPSystems table ................................................485 VPUCIDMap table ..............................................487 default ...............................................................254, 274 event handlers and prompts ...............................274 inbound application ............................................254 deleting .......................22, 50, 59, 162, 197, 256, 357, 371
558
April 2012
moving to new server .........................................104 options missing ....................................................34 reestablish link with MPP ............................107, 196 relinking auxiliary ................................................102 restart needed message .......230, 235, 406, 408, 444 stopping vpms service ........................................103 troubleshooting ....................................................34 fields missing .................................................34 user roles .............................................................15 viewing system status ........................................405 EPM Servers page ...................................................150 EPM Settings page ...................................................151 EPM tab Trace Viewer page .....................................429 EPM Trace Report page ...........................................432 event handlers ............................271, 272, 274, 340, 342 adding ................................................................272 CCXML tab .........................................................340 specifying default ...............................................274 VoiceXML tab .....................................................342 Event Handlers page .........................................340, 341 CCXML tab .........................................................340 Prompts tab ........................................................341 events ..................................275, 414, 416421, 433, 435 categories ...........................................................414 high water setting ...............................................417 Log Report page ................................................435 Log Viewer page ................................................433 low water setting ................................................417 overview .............................................................414 reports ................................................................420 creating ........................................................420 resource thresholds ....................................417, 418 retention periods ................................................419 severities .....................................................416, 417 statuses ..............................................................417 viewing the event associated with an alarm .......421 VoiceXML ...........................................................275 Experience Portal ......................................230, 408, 444 System Details tab ..............................230, 408, 444 exporting reports .......................................................458 extended exit fields ...................................................466 hide ....................................................................466 show ...................................................................466 external database ......................................144146, 148 connecting Avaya Aura Experience Portal to .....146 creating schema in .............................................145 disconnecting Avaya Aura Experience Portal from . .
148
G
gatekeepers for VoIP ..................................................47 gateways for VoIP ......................................................47 GetInstallHistory script ...............................................86 getmpplogs.sh ..........................................................110 using ...................................................................110 GetStatus method .....................................................531 global settings ..............................................19, 417, 457 for logins ..............................................................19 reports ................................................................457 resource thresholds ............................................417 grace period for MPPs ..............................................174
H
H.323 connections ...............................4750, 53, 56, 76 Add H.323 Connection page ................................50 adding ..................................................................48 Change H.323 Connection page ..........................53 changing ..............................................................48 comparison of features with SIP ..........................76 defining maintenance stations for ........................49 deleting ................................................................50 H.323 tab .............................................................56 overview ...............................................................47 viewing .................................................................48 hide extended exit fields ...........................................467 high water setting for events and alarms ..................417 hostname .....................................116, 117, 119, 120, 123 changing in database ............116, 117, 119, 120, 123
I
ICR .............................................................399, 401403 Add .....................................................................401 Logging and Alarming ........................................402 Multi-tenancy ......................................................402 overview .............................................................399 reports ................................................................403 roles ...................................................................401 ICR licenses .............................................................400 ICR Logging and Alarming .......................................402 ICR Multi-tenancy .....................................................402 ICR reports ...............................................................403 ICR role based access .............................................401 icr system backup and restore ..................................402 inbound applications, specifying default ...................254
F
feature.properties .....................................................502
April 2012
559
Initialization and Administration System (INADS) .....159 installation history, viewing .........................................86 Integrated Voice and Video Response .....................397 intelligent customer routing .......................................402 database backup and restore .............................402 Intelligent Customer Routing .............................399, 400 licenses ..............................................................400 IVVR .........................................................................397
L
LaunchCCXML method .....................................532, 536 returning status of ..............................................536 LaunchVXML method ........................................538, 541 call classification ................................................541 LDAP, using to access corporate directory .................23 legal notices .................................................................2 lexicon tag ................................................................373 License Server URL page ..........................................41 License Settings page ................................................42 licensing ...............................................3537, 39, 41, 42 Avaya Aura Experience Portal License Settings ..42 Licensing page .....................................................39 Licensing URL ......................................................41 overview ...............................................................35 reallocation of .......................................................36 reconnecting WebLM server ................................36 updating manually ................................................37 viewing information ..............................................36 Licensing page ...........................................................39 Linux backup server, setting up .........................126, 127 locked user account ...................................................20 Log Report page .......................................................435 Log tag for applications ............................................255 Log Viewer page .......................................................433 logApplicationEventAlarm .........................................521 logFailed method ......................................................516 logging in ..........................................17, 19, 20, 199, 391 EPM .....................................................................17 global parameters for ...........................................19 to the MPP Service Menu ..................................199 Tomcat ................................................................391 unlocking accounts ..............................................20 Login Options page ....................................................28 logs ............................................................109, 110, 174 packing for MPP server ...............................109, 110 setting MPP trace level ......................................174 low water setting for events and alarms ...................417
M
maintenance stations, defining ...................................49
Maintenance user role ................................................15 Managed application .........................................393396 Add .....................................................................394 licenses ..............................................................394 Logging and Alarming ........................................396 Multi-tenancy ......................................................395 overview .............................................................393 reports ................................................................396 roles ...................................................................395 Managed application licenses ..................................394 Managed application Logging and Alarming ............396 Managed application Multi-tenancy ..........................395 Managed application reports ....................................396 Managed application role based access ..................395 manager for SNMP ...................................................159 Media Resource Control Protocol ..............................79 menu configuration ...................................................495 configuration menu.properties file ......................495 display menu.properties file ...............................495 features.properties file ........................................495 menu.properties .................................499, 504, 507, 509 displaying groups ...............................................499 displaying items ..........................................507, 509 menu.properties file ..................................................495 configuration .......................................................495 display ................................................................495 menu.xml ..................................................................497 adding groups ....................................................497 methods ............................................................516, 530 for Application Interface web service .................530 for Application Logging web service ...................516 Mixed Protocol ..........................................................354 move Avaya Aura Experience Portal to a new server 103 MPP ..........................................................................118 connecting to different EPM ...............................118 MPP Configuration History page ..............................213 MPP Details page .....................................................214 MPP Servers page .....................................221, 343, 436 MPP Service Menu ...........................................197, 199 automatic login problems ...................................199 logging in ............................................................199 using ...................................................................197 MPP Settings page ...........................................223, 438 MPP Trace Report page ...........................................432 MPPmap file ......................................................154, 155 definition .............................................................154 maintaining server IP addresses ........................155 viewing or changing LDN entries .......................155 MPPs ....105, 107, 109111, 119, 154, 173177, 179, 180, 182184, 188193, 196, 197, 200, 202, 208, 213,
560
April 2012
214, 221, 223, 228, 229, 251, 276, 343, 390, 405, 420, 421, 436, 438, 457 about ..................................................................173 Add MPP Server pages ......................................202 adding ................................................................176 alarm reports ......................................................421 and applications .................................................251 Auto Restart MPP page .....................................208 Avaya Services map file .....................................154 Change MPP Server page .................................208 changing hostname in database ........................119 changing operational modes ..............................179 changing operational state for all .......................183 checking operational state for all ........................182 configuration history ...........................................193 deleting ...............................................................197 event reports ......................................................420 grace period and logging level ...........................174 logs .............................................................109, 110 packing .................................................109, 110 maximum simultaneous calls .............................177 moving log files ..................................................200 moving to new server .........................................105 MPP Configuration History .................................213 MPP Details page ..............................................214 MPP Servers page ..............................221, 343, 436 MPP Service Menu ............................................197 MPP Settings page .....................................223, 438 operational modes ..............................................179 operational states ...............................................180 overview .............................................................173 reconfiguring ......................................................177 reestablishing link with EPM .......................107, 196 report data settings ............................................457 Restart MPP Today page ...................................228 Restart Schedule for MPP page .........................229 restarting ............................................................191 restoring packed log files ....................................111 secure connection to application server .............276 server capacity ...................................................177 setting restart options for ....................................192 Software Upgrade pages ...................................184 starting ........................................................191, 390 starting all ...........................................................190 Test operational mode ........................................193 upgrading ....................................................188, 189 viewing ...............................................................175 viewing details for an MPP .................................176 viewing status .....................................................405 MRCP .........................................................................79 multi tenancy ..............................................................94
N
Network Management System (NMS) ......................159 new user role ..............................................................31 adding role ...........................................................31 NFS Server Configuration Tool .................................126 notices, legal ................................................................2 Nuance .....................................................................354
O
OpenView ..........................................................159, 163 configuration .......................................................163 operational modes for AMS ......................................241 operational modes for MPPs ....................................179 operational states for AMS .......................................242 operational states for MPPs .....................................180 Operations user role ...................................................15 Organization ...............................................................94 Organization Level .....................................................94 Organizational Level .............................................93, 94 Organizations ..................................................93, 94, 96 Organizations page ....................................................96 overview ............................................................173, 239 AMS ...................................................................239 MPPs ..................................................................173
P
Pack Files Options page ...........................................114 passwords ........................................17, 19, 87, 199, 391 administration .......................................................17 changing ..............................................................87 for PostgreSQL accounts ..............................87 changing for EPM ................................................19 EPM .....................................................................17 MPP Service Menu ............................................199 Tomcat ................................................................391 Performance report ...................................................468 creating ..............................................................468 Port Distribution page ..........................................43, 114 Port Information window .............................................45 ports ..............................................35, 37, 38, 43, 45, 114 licenses for ...........................................................35 Port Distribution page ...................................43, 114 Port Information window ......................................45 telephony ........................................................37, 38 distribution .....................................................37 states .............................................................38 postgres PostgreSQL account, configuring ................87 PostgreSQL ................................................................87
April 2012
561
configuring user accounts ....................................87 PostgreSQL account, configuring ...............................87 printing reports ..........................................................458 priority, for applications .............................................252 prompts ..............................................271, 272, 274, 341 adding ................................................................272 Prompts tab ........................................................341 specifying default ...............................................274 protocols .....................................................................79 used in Avaya Aura Experience Portal ................79 proxy server settings for MPP Service Menu ...........199 purging report data from the database .....................143 purging report data, from a local database ...............143 purging report data, from an external database .......148
Q
QueryResources method ..........................................545
R
Real-time Transport Control Protocol .........................79 Real-time Transport Protocol ......................................79 reallocation of licenses ...............................................36 RealSpeak .........................................................372, 374 custom dictionaries ............................................372 phonetic expressions allowed ............................374 rebooting ...................................................................247 AMS ...................................................................247 Recommended releases ...........................................351 reconfiguring AMS ....................................................241 reconfiguring MPPs ..................................................177 reinstalling ..................................................104, 105, 107 Avaya Aura Experience Portal on new server ....107 EPM on new server ............................................104 MPP on new server ............................................105 Report Data Configuration page ...............................344 report PostgreSQL account, configuring ....................87 reportBatch method ...........................................517, 519 for breadcrumbs .................................................519 Reporting user role .....................................................15 reports . . .295, 301, 303, 308, 344, 420, 421, 427, 429, 433, 435, 452, 453, 455, 457464, 468, 471, 474, 477, 482485, 487, 490, 513 Alarm Report page .............................................427 application activity .......................................460, 513 adding applications to ..................................513 Application Detail ...............................................461 Application Detail page ......................................295 Application Detail Report page ...........................301 Application Summary .........................................460
Application Summary page ................................303 Application Summary Report page ....................308 audit log ..............................................................452 Audit Log Report page .......................................455 Audit Log Viewer page .......................................453 call activity ..........................................................462 configuring global data settings ..........................457 creating .................................421, 462464, 468, 471 alarm report .................................................421 Call Detail ....................................................462 Call Summary ..............................................463 custom .........................................................471 Performance ................................................468 Session Detail ..............................................464 Session Summary .......................................464 creating custom .............471, 474, 477, 482485, 487 application .....................................471, 482, 485 Call Detail .....................................474, 484, 487 Session Detail ......................................477, 483 event reports ......................................................420 exporting ............................................................458 generation flow diagram .....................................459 Log Report page ................................................435 Log Viewer page ................................................433 printing ...............................................................458 Report Data Configuration page ........................344 specifying MPP report data to store ...................457 SQL statements for ............................................490 Trace Viewer page .............................................429 resource thresholds for alarms and events ..............417 restart ................................................................191, 192 an MPP ..............................................................191 options for MPPs ................................................192 Restart MPP Today page ..........................................228 Restart Schedule for MPP page ...............................229 restarting ...................................................................246 AMS ...................................................................246 Restore data ......................................................139, 141 using for data restoration ............................139, 141 restoring the Avaya Aura Experience Portal database ... 137, 139, 141 from System Backup ...................................139, 141 retention periods for alarms and events ...................419 Retired event and alarm status .................................417 RFC 3261 SIP headers ............................................269 roles ............................................................................15 Roles ..........................................................................30 Roles page ...........................................................30 Roles page .................................................................30 roles, for users ............................................................15 root certificate .............................................................67
562
April 2012
S
Samba file share .......................................................127 Scheduled Reports ............................................469, 489 Scheduling a report ..................................................490 Secure Access Link (SAL) ........................................159 secure connection to application server ...................276 SendCCXMLEvent method ......................................546 Service Menu .............................................................15 Session Detail report .................................464, 477, 483 creating ..............................................................464 custom ........................................................477, 483 Session Initiation Protocol ..........................................57 Session Summary report ..........................................464 creating ..............................................................464 severities for alarms and events .......................416, 417 shared database ........................................144, 146, 148 connecting the Avaya Aura Experience Portal system to ...............................................146 creating for Avaya Aura Experience Portal systems ...............................................................144 disconnecting the Avaya Aura Experience Portal system from ...........................................148 show extended exit fields .........................................466 SIP .............................5759, 76, 261263, 265, 267271 UPDATE .............................................................271 adding connections ..............................................58 certificate for TLS .................................................59 changing connections ..........................................58 comparison of features with H.323 ......................76 custom VoiceXML headers ................................270 deleting connections ............................................59 header support for VoiceXML .............................265 RFC 3261 headers in VoiceXML ........................269 sample UPDATE method ...................................271 sample VoiceXML page setting SIP headers .....270 sample VoiceXML SIP header logging page ......267 SIP UPDATE ......................................................271 UCID in headers .................................................262 unknown SIP headers in VoiceXML ...................268 UUI application parameters ................................263 UUI support ........................................................261 viewing connections .............................................57 SIP connections .........................................57, 59, 68, 75 Add SIP Connection pages ..................................59 Change SIP Connection pages ............................68 overview ...............................................................57 SIP tab .................................................................75
SIP Line Side Connection .........................................248 adding connections ............................................248 SIP Line Side Connections .......................................249 changing connections ........................................249 SIP UPDATEL ...........................................................271 Sample method ..................................................271 SNMP ..........................................159163, 165, 167, 170 Add SNMP Trap Configuration page ..................167 adding traps .......................................................161 Change SNMP Trap Configuration page ...........170 changing traps ....................................................161 components and definitions ...............................159 configuring agent for ..........................................160 deleting traps ......................................................162 disabling traps ....................................................161 SNMP Agent Settings page ...............................165 SNMP page ........................................................163 testing traps ........................................................162 Tivoli and OpenView ..........................................163 viewing traps ......................................................160 SNMP Agent Settings page ......................................165 SNMP page ..............................................................163 speech applications ..................................................251 Speech Server ..........................................................354 speech servers .........................................................351 Speech Servers page ........................................357, 376 ASR tab ..............................................................357 TTS tab ..............................................................376 SQL statements for reports ......................................490 states .................................................................180, 242 operational states for AMS .................................242 operational states for MPPs ...............................180 statuses, for events and alarms ................................417 system backup ..........................................................129 backup ................................................................129 System Monitor page ..................230, 235, 406, 408, 444 Details tab ...........................................230, 408, 444 Summary tab ..............................................235, 406 system status, viewing ..............................................405
T
TCP ............................................................................79 telephony ports ................................................35, 37, 38 distribution of ........................................................37 licenses for ...........................................................35 states ...................................................................38 Test operation mode ....................................49, 193, 194 configuring ..........................................................193 maintenance stations for ......................................49 using ...................................................................194 testing .......................................................................162
April 2012
563
SNMP traps ........................................................162 Text-To-Speech .........................................................351 Tivoli ..................................................................159, 163 configuration .......................................................163 TLS, installing certificate for .......................................59 Tomcat ........................................389, 391, 395, 396, 402 logging in ............................................................391 trace levels ...............................................................174 setting globally ...................................................174 Trace Report page ....................................................432 Trace Viewer .............................................................429 Trace Viewer page ....................................................429 Transmission Control Protocol ...................................79 traps for SNMP ..................................................159162 adding ................................................................161 changing .............................................................161 deleting ...............................................................162 disabling .............................................................161 testing .................................................................162 viewing ...............................................................160 troubleshooting ............................................34, 109, 110 EPM .....................................................................34 display problems ...........................................34 logs .............................................................109, 110 packing for MPP server ........................109, 110 TTS servers ..................351, 354, 369372, 376, 377, 382 Add TTS Server page ........................................377 adding ................................................................370 Change TTS Server page ..................................382 changing .............................................................370 custom dictionaries ............................................372 deleting ...............................................................371 overview .............................................................369 TTS tab ..............................................................376 viewing ...............................................................370
User Manager user role ..............................................15 user roles ....................................................................15 users ................................15, 17, 1925, 27, 28, 199, 391 access to Avaya Aura Experience Portal .............15 Add User page .....................................................25 adding EPM accounts ..........................................21 Change User page ...............................................27 changing EPM accounts ......................................21 changing EPM password .....................................19 deleting EPM accounts ........................................22 getting from corporate directory ...........................23 global login parameters ........................................19 logging in to EPM .................................................17 logging in to MPP Service Menu ........................199 logging in to Tomcat ...........................................391 Login Options page ..............................................28 roles for ................................................................15 Users page ...........................................................24 viewing existing accounts ....................................20 Users page .................................................................24 for EPM ................................................................24 UUI data ............................................................261263 format of .............................................................261 related application parameters ...........................263 UCID values in ...................................................262
V
verifying .............................................................126, 127 NFS service status .............................................126 SMB Service ......................................................127 viewing ....20, 36, 48, 57, 79, 86, 157, 160, 175, 176, 193, 239, 240, 251, 255, 256, 355, 370, 405, 421, 465 AF ID ..................................................................157 alarm details .......................................................421 AMS ...................................................................239 AMS details ........................................................240 application transcription data ......................256, 465 applications ........................................................251 ASR servers .......................................................355 H.323 connections ...............................................48 installation history ................................................86 licenses available .................................................36 Log tag messages ..............................................255 MPP configuration history ..................................193 MPP details ........................................................176 MPPs ..................................................................175 SIP connections ...................................................57 SNMP traps ........................................................160 system status .....................................................405 TTS servers ........................................................370
U
UCID in SIP headers ................................................262 UDP ............................................................................79 Unacknowledged event and alarm status .................417 unique extensions directory ......................................510 defining ...............................................................510 unlocking user accounts .............................................20 Upgrade MPP Server pages .....................................184 upgrading ...................................................184, 188, 189 options ................................................................184 MPPs ...................................................184, 188, 189 upgrade options ...........................................184 user accounts .............................................................17 passwords ............................................................17 User Datagram Protocol .............................................79
564
April 2012
user accounts .......................................................20 VoIP settings ........................................................79 Voice over IP ..............................................................47 Voice Portal ..............................................................120 database ............................................................120 changing auxiliary hostname in ...................120 VoiceXML ....................................265, 267270, 275, 342 AVB events for ...................................................275 custom SIP headers ...........................................270 RFC 3261 SIP headers ......................................269 sample page setting SIP headers ......................270 sample VoiceXML SIP header logging page ......267 SIP header support ............................................265 unknown SIP headers ........................................268 VoiceXML tab .....................................................342 VoiceXML Log tag ....................................................255 VoIP .....................................................47, 57, 76, 79, 80 comparison of H.323 and SIP features ................76 configuring settings ..............................................80 gatekeepers .........................................................47 gateways ..............................................................47 overview ...............................................................79
view settings ........................................................79 VoIP Settings page ..............................................80 with H.323 ............................................................47 with SIP ................................................................57 VoIP Connections page ........................................56, 75 H.323 tab .............................................................56 SIP tab .................................................................75 VoIP Settings page .....................................................80
W
web service .......................................................513, 527 Application Interface ...........................................527 Application Logging ............................................513 WebLM server .......................................................35, 36 reconnecting ........................................................36 Windows backup server, setting up ..........................127 WSDL file ..........................................................523, 547 for Application Interface web service .................547 for Application Logging web service ...................523
April 2012
565